ETIC, OCI Technical Support Engineer - Senior Associate

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.