Technical Service Engineer (Infrastructure / Cloud)

Service Delivery & Operations

• Own and manage end-to-end service delivery for assigned customers or systems

• Ensure adherence to SLAs, KPIs, and service quality standards

• Act as the primary escalation point for technical incidents and issues

• Provide regular service reports, reviews, and recommendations

• Coordinate with cross-functional teams to resolve issues and improve service performance

Technical Engineer Responsibilities

• Perform hands-on troubleshooting across infrastructure, applications, or platforms

• Design, implement, and maintain technical solutions and system improvements

• Support deployments, upgrades, patches, and configurations

• Identify and drive automation and continuous improvement initiatives

• Participate in root cause analysis (RCA) and implement preventive measures

• Customer & Stakeholder Management

• Build strong relationships with internal and external stakeholders

• Translate business requirements into technical solutions

• Provide technical advisory and guidance to customers

• Communicate complex technical issues in a clear, non-technical manner

• Continuous Improvement

• Identify gaps in service delivery and recommend process improvements

• Drive service optimization and cost efficiency initiatives

• Contribute to documentation, knowledge base, and best practices

JOB DESCRIPTION

Requirements:

(Indicate the qualifications, education, associated training, background knowledge, skills

and attributes to perform the job competently)

Technical Skills

• Strong experience in one or more areas:

o Cloud platforms (Azure / AWS / GCP)

o Infrastructure (Windows/Linux servers, networking)

o DevOps tools (CI/CD, automation, scripting)

o Enterprise applications or platforms

• Experience with monitoring, incident management, and troubleshooting tools

• Scripting/automation (e.g., PowerShell, Python, Bash) is a plus

Service Delivery & Operations

• Experience managing SLAs, incidents, problem, and change management

• Familiarity with ITIL practices

• Proven ability to manage production environments and critical systems

Soft Skills

• Strong communication and stakeholder management skills

• Ability to balance customer needs with technical constraints

• Problem-solving mindset with ownership and accountability

• Ability to work in a fast-paced, dynamic environment

Preferred Qualifications

• ITIL Certification

• Cloud certifications (Azure, AWS, GCP)

• Experience in customer-facing roles

• Experience in managed services or enterprise IT operations