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.

Eligibility / Qualification Required:

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.

How to Apply:

Application instructions are not provided in the job description.

General Conditions:

General conditions are not provided in the job description.
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