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:
• Cloud platforms (Azure / AWS / GCP)
• Infrastructure (Windows/Linux servers, networking)
• DevOps tools (CI/CD, automation, scripting)
• 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