Senior Cloud And Infrastructure Engineer (Enterprise Level 3) - 24/7 Shifts

About Doherty Associates

Doherty Associates (DA) has been delivering advanced IT solutions for over 30 years to some of the world’s most demanding professional and financial services organisations.

We hold multiple Microsoft Solutions Partner designations, operate as a Tier 1 CSP, and are ISO27001 & ISO9001 accredited.

Our global managed services teams in London and Kuala Lumpur provide 24/7 coverage across a diverse and rapidly evolving client base, and we are expanding our Enterprise Services Team (EST) with senior technical leadership roles.

About the Role

We are seeking an experienced Senior Cloud & Infrastructure Engineer (Level 3) to join our Enterprise Services Team in Kuala Lumpur. This is a high impact technical escalation and SME role responsible for handling the most complex infrastructure, cloud, and operational challenges across globally distributed environments.

As a senior engineer, you will act as a subject matter expert across multiple technology domains, provide leadership during major incidents, support global teams across multiple time zones, and ensure high quality technical outcomes for enterprise scale environments. You will be part of a mature 24/7 operation with deep technical skills in many different areas. You will work closely with our colleagues in London and other locations in providing quality 24/7 support to our diverse range of clients.

This is a hybrid role within a 24/7 operational context. While you may not be on a fixed shift, you will be required to support escalations, complex investigations, and key incident coordination as needed.

Responsibilities

Technical Escalations & SME Leadership

• Serve as the highest escalation point for complex infrastructure, cloud, networking, identity, security, and platform issues across enterprise environments

• Own, troubleshoot, and resolve multi-layered problems involving Wintel, AD, Azure/M365, Exchange, hybrid identity, DNS/DHCP, GPO, virtualization (VMware/Hyper‑V), endpoint management, and security tooling

• Review and validate remediation plans, post incident actions, configuration improvements, and architectural decisions

Major Incident Management

• Act as technical lead and coordinator during major incidents, ensuring rapid diagnosis, mitigation, stakeholder alignment, and service restoration

• Drive root cause analysis, post incident reviews, and service improvement plans in partnership with global stakeholders

• Ensure clear, professional, and timely communication to internal and external parties during incident lifecycles

Global Collaboration & Ownership

• Work closely with engineering, service desk, and platform teams across multiple geographies, ensuring seamless handovers and consistent service quality

• Liaise with third-party vendors and partners for critical escalations

• Provide technical guidance and mentorship to junior and mid-level engineers

Operational Excellence

• Review, refine, and enforce operational runbooks, SOPs, and technical standards

• Support proactive monitoring, problem management, capacity planning, and long-term service stability initiatives

• Contribute to knowledge management through high‑quality documentation and SME insights

Office hours: Shift work required to cover a 24/7 operation via 12-hour shift patterns on a rotational basis. This includes working on public holidays when it falls on your shift (Overtime provided). You will be required to work every alternate weekend on a 2-2-3 pattern. (Shift allowance provided)

Location: Kuala Lumpur, Malaysia.

Skills and experience

Technical Expertise

• Minimum 5–7 years experience in infrastructure, cloud, or systems engineering roles, preferably in an MSP or complex enterprise environment

• Deep hands-on expertise with:

  • Windows Server, Active Directory, GPO design, hybrid identity (AAD Connect, Entra ID)

  • Azure & M365 ecosystem (Azure VM, storage, networking, conditional access, Intune, Exchange Online, Defender stack)

  • DNS, DHCP, TCP/IP, network segregation, firewall and VPN fundamentals

  • Virtualization technologies (Hyper‑V / VMware)

  • Incident response, operational security, and identity/platform hardening

• Proven capability to work across layered, hybrid, and globally distributed systems

Major Incident & Escalation Competency

• Demonstrated experience leading high-severity incidents, coordinating with multiple teams, and managing executive-level communication

• Strong understanding of operational frameworks such as ITIL, problem management, and service reliability principles

Soft Skills & Leadership

• Exceptional written and verbal communication — especially in high-pressure scenarios

• Ability to work independently, manage multiple escalations simultaneously, and make sound technical decisions quickly

• Strong stakeholder management and ability to translate deep technical issues into clear business-focused updates

• Collaborative mindset with proven experience mentoring or guiding other engineers

Nice to have

Experience with:

• Enterprise monitoring tools, SIEM/SOC technologies, or NOC operations

• RMM tools (N-Central, Kaseya, Automate)

• Intune, Autopilot, application packaging

• Exchange hybrid or complex on-prem environments

• Azure Automation, scripting (PowerShell), and infrastructure-as-code

Relevant certifications (held or in-progress):

• Microsoft Associate or Expert-level (AZ‑104, AZ‑305, MS‑102, SC‑200/300)

• VMware, Security+, CCNA, or equivalent

About the person

• A confident SME who thrives in challenging technical environments

• Calm and structured under pressure, especially during major incidents

• Proactive, curious, and eager to improve systems, processes, and team capability

• Strong sense of ownership, accountability, and professionalism

Why work at Doherty?

• Competitive salary plus performance related bonus

• Hybrid working (mix of primarily working from home / Kuala Lumpur office)

• Day off on your birthday

• Company funded exams including an incentive pay out for successful completion

• Medical coverage & claimable parking

• Opportunity to work with a top-tier global engineering team

• Exposure to large, complex enterprise infrasturctures