OCI Technical Support Engineer - Manager

PricewaterhouseCoopers

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.