ETIC, GCP Technical Support Engineer - Manager

8 Months ago • 7 Years + • Software Development & Engineering

Job Summary

Job Description

This role requires a skilled Cloud Support Engineer with expertise in managing L2/L3 support activities within an ITIL-aligned managed services framework. Must have experience in incident, problem, and change management for cloud infrastructure, along with hands-on experience in IaaS and PaaS services. Strong troubleshooting, problem-solving, and communication skills are essential.
Must have:
  • Cloud Infrastructure
  • Incident Management
  • ITIL Processes
  • Problem Solving
Good to have:
  • Change Management
  • DevOps Tools
  • Automation Tools
  • Infrastructure as Code

Job Details

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services

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:
    • 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.

  • Requirements:
    • 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

    • 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
    • People management skills  
     

    Years of Experience:

    • 7+  years for Managers 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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About The Company

At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 152 countries with over 327,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by visiting us at www.pwc.com. PwC refers to the PwC network and/or one or more of its member firms, each of which is a separate legal entity.


Content on this page has been prepared for general information only and is not intended to be relied upon as accounting, tax or professional advice. Please reach out to your advisors for specific advice.

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