ETIC, OCI Technical Support Engineer - Manager

Cairo - Eticmid

Technical Support EngineerCustomer

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Quick Summary

Key Responsibilities

Handle escalated incidents related to cloud services, ensuring timely resolution in line with SLAs.

Technical Tools

Technical Support EngineerCustomer

Advisory

Technology

Advisory - Other

Manager

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services

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:

Requirements

~1 min read

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
People management skills

Requirements:

Proficient in written and spoken English and Arabic

7+ years for Managers 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.

Nice to Have

~1 min read

Accepting Feedback, Accepting Feedback, Active Listening, Amazon Web Services (AWS), Analytical Thinking, Architecture Frameworks, Business Process Modeling, Cloud Infrastructure, Cloud Infrastructure Architecture Design, Cloud Virtualization, Coaching and Feedback, Communication, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Enterprise Integration, Firewall (Network Security), Google Cloud Platform, Inclusion, Intellectual Curiosity, IT Infrastructure, IT Operations, IT Service Management (ITIL) {+ 25 more}