ETIC, GCP Technical Support Engineer - Senior Associate

8 Months ago • 4-7 Years • Software Development & Engineering

Job Summary

Job Description

Seeking Senior Associate with 4-7 years of experience in managing L2/L3 cloud support, adept at ITIL processes, incident/problem/change management, and strong understanding of IaaS and PaaS services. Expertise in automation tools and Infrastructure as Code (IAC) is required.
Must have:
  • Cloud Support
  • ITIL Processes
  • Incident Management
  • Infrastructure as Code
Good to have:
  • DevOps Tools
  • CI/CD Pipelines
  • Change Management
  • Problem Management

Job Details

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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