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