ETIC, OCI Technical Support Engineer - Senior Associate

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.
  
  
  

• 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 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