Line of Service
Advisory
Industry/Sector
Technology
Specialism
Advisory - Other
Management Level
Senior Associate
Job Description & Summary
We are seeking a skilled Cloud Support Engineer Product SME with expertise in managing L2/L3 support activities within an ITIL-aligned managed services framework. This role will be responsible for delivering advanced cloud services and ensuring operational excellence across multiple client environments. The ideal candidate will have a deep understanding of ITIL processes, particularly around incident management, problem management, and change management.
Roles and Responsibilities:
Daily tasks and delivery expectation
- Handle escalated incidents related to cloud services, ensuring timely resolution in line with SLAs. Lead root cause analysis for critical incidents and implement corrective actions to prevent recurrence.
- Identify recurring incidents and potential problems within Cloud environments. Conduct in-depth root cause analysis and develop long-term solutions to enhance system stability and reduce downtime.
- Evaluate, plan, and execute changes within client environments following ITIL-aligned change management processes. Ensure minimal disruption to operations while implementing updates, patches, and new features.
- Manage and fulfill L2/L3 service requests from clients, such as provisioning, configuration changes, and resource scaling, while adhering to approved change control processes.
- Proactively monitor cloud services and respond to alerts and performance issues in real time. Use monitoring tools to identify trends and address potential risks before they impact client environments.
- Maintain accurate and up-to-date configuration management records for all client environments, ensuring full visibility and control over the infrastructure.
- Lead and support the deployment of new cloud features, services, and updates, ensuring they are aligned with client needs and business continuity requirements.
- Identify opportunities for improving service delivery and performance, using metrics and reporting to measure success and propose enhancements to cloud operations and processes.
- Ensure that L2/L3 support activities meet or exceed the contractual SLAs, monitoring service performance and reporting on service outcomes to internal teams and clients.
- Develop and maintain documentation for all L2/L3 support activities, troubleshooting procedures, and operational guidelines. Share knowledge with internal teams to improve
- Monitor the capacity and availability of client environments to ensure they are optimized and capable of handling current and future workloads.
Expected Skills:
Specific learned abilities or technical skills
- Proven experience in incident, problem, and change management for cloud infrastructure.
- Hands-on experience in IaaS and PaaS services such as Compute, Networking, Storage, and Autonomous Database.
- Familiarity with ITIL processes and service management best practices, including ITIL certifications.
- Strong troubleshooting and problem-solving skills, particularly for resolving escalated incidents.
- Experience with automation tools and Infrastructure as Code (IAC) technologies like Terraform, Ansible.
- Excellent communication skills to interact with clients and internal teams
- Prior experience working within a managed services environment with ITIL processes at its core.
- Familiarity with DevOps tools and CI/CD pipelines
Expected Competencies:
Values, behaviors & attitude
- Strong analytical and critical-thinking skills.
- Ability to manage multiple clients and environments simultaneously.
- Strong sense of ownership and accountability for incident and problem resolution.
- Effective communication skills with a focus on providing excellent customer service.
Required Language Skills:
Proficient in written and spoken English and Arabic
Minimum Education and Specific Qualification:
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Cloud Certifications: Architect Professional, Cloud Operations, or related certifications are required
ITIL Certifications at Foundation or Intermediate levels (e.g., ITIL Service Operations, ITIL Service Transition) are highly desirable
Years of Experience:
4-7 years for Senior Associates working in cloud environments with a focus on ITIL-aligned L2/L3 support in a managed services context.
Proven experience in incident, problem, and change management for cloud infrastructure.
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Desired Languages (If blank, desired languages not specified)
Travel Requirements
0%
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date
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