ETIC GCP Technical Support Engineer - Senior Associate

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

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 indepth root cause analysis and develop longterm solutions to enhance system stability and reduce downtime.

• Evaluate plan and execute changes within client environments following ITILaligned 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 uptodate 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.

• Handson 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 problemsolving 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 criticalthinking 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:

Bachelors 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 ofExperience:

47 years for Senior Associates working in cloud environments with a focus on ITILaligned 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)

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship

Government Clearance Required

Job Posting End Date