L2 Managed Services Engineer

Job Description – L2 Cloud Engineer (On-site, Shift)

Oct 29, 2026 · @Abdul Halim

Position overview

The L2 Cloud Engineer owns escalated incidents and day-to-day engineering across our hybrid environment: public cloud (AWS, GCP, Azure) and private cloud (Broadcom VMware, Red Hat OpenShift). Working on-site in a 24/7 shift rotation, you resolve issues L1 cannot, perform root cause analysis, implement changes, and automate repetitive work with Terraform, Ansible and CloudFormation. You also guide and mentor L1 engineers on your shift.

Key responsibilities

Incident, problem and change management

•Take ownership of incidents escalated from L1 and resolve them within SLA.

•Lead troubleshooting for P1/P2 incidents during the shift and coordinate with network, security, application and vendor teams.

•Perform root cause analysis (RCA) and write post-incident reports with corrective actions.

•Plan, review and implement changes following the change management process (CAB), including rollback plans.

•Escalate to L3/architects or vendors (AWS, Google, Microsoft, Broadcom, Red Hat) with complete technical evidence.

Public cloud operations (AWS, GCP, Azure)

•Administer compute, storage, networking and identity services: EC2/Compute Engine/Azure VMs, VPC/VNet, load balancers, S3/Cloud Storage/Blob, IAM/Entra ID.

•Troubleshoot connectivity: routing, peering, VPN, Direct Connect / Cloud Interconnect / ExpressRoute, DNS, security groups and NSGs.

•Manage backup, disaster recovery and high-availability configurations.

•Tune monitoring, alerting and logging (CloudWatch, Cloud Monitoring, Azure Monitor) and reduce alert noise.

•Apply security best practices and remediate findings from security and compliance tools.

•Identify cost optimization opportunities (rightsizing, idle resources, reservations).

Automation and Infrastructure as Code

•Build and maintain Terraform modules and AWS CloudFormation templates for repeatable provisioning.

•Write and maintain Ansible playbooks and roles for configuration management, patching and routine operations.

•Manage IaC code in Git with pull requests, code review and state management (remote state, locking).

•Automate recurring L1/L2 tasks and runbooks to reduce manual work and human error.

•Contribute to CI/CD pipelines for infrastructure (e.g. GitLab CI, Jenkins, GitHub Actions, Azure DevOps).

•Detect and correct configuration drift between code and live environments.

Private cloud (Broadcom VMware, Red Hat OpenShift, others)

•Operate VMware vSphere / vCenter / ESXi: VM lifecycle, clusters, HA/DRS, vMotion, templates, resource pools.

•Support VMware Cloud Foundation components where used (vSAN, NSX) at operational level.

•Administer Red Hat OpenShift: cluster health, nodes, projects/namespaces, deployments, routes, storage, RBAC and upgrades with L3.

•Troubleshoot pod, container and persistent volume issues; review logs and events.

•Manage hypervisor and cluster patching, firmware/driver compatibility and capacity planning.

•Support hybrid connectivity and workload migration between private and public cloud.

Team leadership on shift

•Act as technical lead on the shift and the first escalation point for L1.

•Review L1 ticket quality and coach L1 on troubleshooting and SOPs.

•Create and improve runbooks, SOPs and knowledge base articles.

•Run structured shift handover and keep shift logs complete.

Qualifications

Required

•Bachelor's degree in Informatics, Computer Science, Information Systems or a related field (or equivalent experience).

•3–5 years in cloud, infrastructure or data center operations, with at least 2 years hands-on in public cloud.

•Working experience with at least two of AWS, GCP and Azure, and solid understanding of the third.

•Hands-on experience writing Terraform and Ansible; working knowledge of AWS CloudFormation.

•Hands-on experience with VMware vSphere/vCenter and exposure to Red Hat OpenShift or Kubernetes.

•Strong networking fundamentals: TCP/IP, routing, VLAN, VPN, load balancing, DNS, firewalls.

•Strong Linux administration and good Windows Server knowledge.

•Experience with Git and basic scripting (Bash, Python or PowerShell).

•Experience with ITIL processes: incident, problem and change management.

•Willing to work on-site in rotating shifts and join the on-call rotation.

•Good communication in Indonesian and English, including writing RCA reports.

Preferred

•Experience with VMware Cloud Foundation, vSAN or NSX.

•Experience with containers (Docker, Podman) and Helm or GitOps tools (Argo CD).

•Experience with CI/CD tools (GitLab CI, Jenkins, GitHub Actions, Azure DevOps).

•Experience with monitoring/observability stacks (Prometheus, Grafana, ELK, Datadog).

•Basic Palo Alto or other next-generation firewall administration.

•Experience with other private cloud / virtualization platforms (OpenStack, Nutanix, Proxmox).

Certifications (a plus)

•AWS Certified SysOps Administrator or Solutions Architect – Associate

•Microsoft Certified: Azure Administrator Associate (AZ-104)

•Google Cloud Associate Cloud Engineer

•HashiCorp Certified: Terraform Associate

•Red Hat Certified System Administrator (RHCSA) / Red Hat Certified Specialist in OpenShift Administration (EX280)

•VMware Certified Professional – Data Center Virtualization (VCP-DCV)

•Red Hat Certified Specialist in Ansible Automation (EX294 / RHCE)

Soft skills

•Leads calmly during major incidents and makes sound decisions under pressure.

•Structured problem-solver who documents findings clearly.

•Coaches and supports junior engineers.

•Takes ownership and follows issues through to closure.

Working conditions

•24 x7 on call

Key performance indicators

•Escalated incidents resolved within SLA (MTTR targets per priority).

•RCA reports delivered within the agreed time after P1/P2 incidents.

•Change success rate, with no unplanned outages caused by changes.

•Number of manual tasks automated and hours saved per month.

•Share of infrastructure managed through IaC (Terraform/CloudFormation/Ansible).

•Reduction in repeat incidents and alert noise.

•Quality of L1 escalations and tickets on your shift.

What we offer

•Competitive salary plus shift, on-call and overtime allowances.

•Health insurance and BPJS Kesehatan / Ketenagakerjaan.

•Paid certification training (AWS, Azure, GCP, HashiCorp, Red Hat, VMware).

•Clear career path to L3 Cloud Engineer, DevOps/Platform Engineer or Cloud Architect.

•Hands-on work across public and private cloud in a production environment.