Infrastructure Operations Engineer (Shift Rotation)

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

Position Summary:
Reporting to the Technical Operations Centre (TOC) Operations Manager, you will play a key role in monitoring and supporting the global Access Hosted estate running mission critical SaaS platforms the Access delivers to our internal and external customers around the globe as part of our 24X7 Global Operations Centre based in Kuala Lumpur, Malaysia.
The TOC Engineer is responsible for ensuring our services remains available, secure, cost effective whilst performing to design. This role is required to monitor, administer, support, our global public and private cloud infrastructure working autonomously and collaboratively with our local and global team members.
You will need to apply your knowledge of operating systems and public and private (VMWare) cloud technologies to ensure system uptime are maintained, proactively address potential issues and escalate to Cloud Engineering teams prior to a failure. You will need to be able to work under pressure during customer affecting incidents to quickly restore service or determine effective work arounds.
This is an ideal role for someone who has a solid foundation in Information Technology, a thirst for knowledge, a curious mind and a desire to do more with their skills. This role also carries a strong need for service and SLA orientated thinking with a customer first mentality, and cultural sensitivity.

Key accountabilities and responsibilities:

• Monitoring and Intervention: provide 24X7 monitoring and intervention to maintain 99.999% availability across the public cloud estate globally.

• Deployment and Configuration: deployment and configuration of hyperscale infrastructure solutions, collaborating with Architecture, internal teams and external vendors.

• Performance Optimization: Analyze system performance and identify opportunities for optimization. Tune and finetune infrastructure components to maximize performance, scalability, and reliability.

• Capacity Planning: Conduct capacity planning exercises to ensure that the infrastructure can support current and future business needs.

• Security and Compliance: Implement security measures and best practices to protect hyperscale infrastructure from potential threats.

• Administer and maintain Active Directory services, including user management, group policies, and authentication.

• Support and troubleshoot Citrix environments, ensuring optimal performance for users.

• Communicate with key stakeholders on planned changes.

Key performance indicators:

• Tickets handled

• Tickets resolved

• Changes executed

• Services Requests

• Process adherence and improvements

• Response and resolution SLAs

Skills, knowledge, experience & qualifications:

• Proven experience in deploying and managing large-scale hyperscale infrastructure solutions.

• Proven experience in Active Directory administration, including Group Policy and authentication mechanisms.

• Strong knowledge of hyperscale technologies, including virtualization, containerization, software-defined networking, and distributed storage systems.

• Strong knowledge of managing VMware virtualized environments, including vSphere, ESXi, VCD and vCenter.

• Strong understanding of monitoring, ITSM tools and alert management (

• Strong troubleshooting and analytical skills

• Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams.

• Knowledge of ITIL framework and best practices.

• Excellent problem-solving and troubleshooting skills, with the ability to analyse complex issues and implement effective solutions.

• Experience with cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).

• Hands-on experience managing Citrix environments (e.g., XenApp, XenDesktop, Citrix ADC).

• Good understanding of network fundamentals, including TCP/IP, DNS, DHCP, and VPN.

NOTE: This is a 14-day month shift rotation role. You will be required to work on a rotation shift from the office 8am/8pm and 8pm/8am on a rotating basis with the flexibility to work from home as needed.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.

Love Work. Love Life. Be You.