In this role, you will handle Level 2 technical escalations, troubleshoot complex incidents, support cloud and security operations, and help maintain reliable service delivery across client environments. You will also contribute to service improvement initiatives, technical documentation, and the mentoring of interns and junior team members.
The ideal candidate is a problem-solver with strong technical troubleshooting, documentation, and communication skills who is committed to continuous improvement and excellent customer service.
Conduct root cause analysis to identify recurring issues and implement sustainable solutions.
Support operational activities such as vulnerability scanning, firewall configuration, and application log analysis, as applicable to assigned service areas.
Ensure incidents are managed, documented, and resolved within agreed service timelines.
Service Design & Assurance
Collaborate with Engineering and Technical Presales teams to support the design of service models for new client deployments.
Monitor service performance against defined Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Conduct routine service health checks to support system availability, reliability, and performance.
Identify service gaps and contribute to Service Improvement Plans (SIPs).
Documentation & Knowledge Management
Create, review, and maintain service handbooks, runbooks, and Standard Operating Procedures (SOPs).
Ensure technical knowledge is properly documented to support consistent and repeatable service delivery.
Requirements & Qualifications
1 - 3 years of experience in technical support, cloud operations, systems engineering, or a related role.
Practical knowledge of at least one major cloud platform: Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP).
Knowledge or experience in Security Operations Centre (SOC), Managed Detection and Response (MDR), or related security operations.
Proficiency in scripting and automation.
Strong troubleshooting, analytical, and root cause analysis skills.
Excellent technical documentation skills, including experience creating runbooks, service handbooks, and SOPs.
Understanding of IT service management principles, service design, and service assurance.
ITIL Foundation certification or equivalent practical experience.
Education
Bachelor's degree in Computer Science, Engineering, or a related field.