ETIC, OCI Technical Support Engineer - Senior Associate
Core
Senior Cloud Support Engineer managing L2/L3 incidents, problems, and changes for cloud infrastructure within an ITIL-aligned managed services framework.
Role type
Senior IC Cloud Support Engineer (ITIL)
Builds
Operational stability and service delivery for client cloud environments
Domain
Technology / Cloud Infrastructure / Managed Services
Deliverable
client delivery
Required skills
Incident management, Problem management, Change management, IaaS/PaaS services (Compute, Networking, Storage, Autonomous Database), ITIL processes, Root cause analysis, Automation tools, Infrastructure as Code (Terraform, Ansible), DevOps tools, CI/CD pipelines
Preferred skills
ITIL certifications (Foundation/Intermediate), Cloud Architect/Operations certifications
Technologies
Terraform, Ansible
Responsibilities
Handle escalated cloud incidents and lead root cause analysis, Identify recurring problems and develop long-term solutions, Execute changes in client environments following ITIL processes, Manage L2/L3 service requests (provisioning, configuration, scaling), Monitor cloud services and respond to alerts in real time, Maintain configuration management records, Lead deployment of new cloud features, Improve service delivery using metrics, Ensure SLA compliance, Develop operational documentation
Seniority
Senior, hands-on IC
