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