**Line of Service** Advisory **Industry/Sector** Technology **Specialism** Advisory \- Other **Management Level** Manager **Job Description \& Summary** 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:** + **Handle escalated incidents related to cloud services, ensuring timely resolution in line with SLAs. Lead root cause analysis for critical incidents and implement corrective actions to prevent recurrence.** + **Identify recurring incidents and potential problems within Cloud environments. Conduct in\-depth root cause analysis and develop long\-term solutions to enhance system stability and reduce downtime.** + **Evaluate, plan, and execute changes within client environments following ITIL\-aligned change management processes. Ensure minimal disruption to operations while implementing updates, patches, and new features.** + **Manage and fulfill L2/L3 service requests from clients, such as provisioning, configuration changes, and resource scaling, while adhering to approved change control processes.** + **Proactively monitor cloud services and respond to alerts and performance issues in real time. Use monitoring tools to identify trends and address potential risks before they impact client environments.** + **Maintain accurate and up\-to\-date configuration management records for all client environments, ensuring full visibility and control over the infrastructure.** + **Lead and support the deployment of new cloud features, services, and updates, ensuring they are aligned with client needs and business continuity requirements.** + **Identify opportunities for improving service delivery and performance, using metrics and reporting to measure success and propose enhancements to cloud operations and processes.** + **Ensure that L2/L3 support activities meet or exceed the contractual SLAs, monitoring service performance and reporting on service outcomes to internal teams and clients.** + **Develop and maintain documentation for all L2/L3 support activities, troubleshooting procedures, and operational guidelines. Share knowledge with internal teams to improve** + **Monitor the capacity and availability of client environments to ensure they are optimized and capable of handling current and future workloads.** * **Requirements:** + **Proven experience in incident, problem, and change management for cloud infrastructure.** + **Hands\-on experience in IaaS and PaaS services such as Compute, Networking, Storage, and Autonomous Database.** + **Familiarity with ITIL processes and service management best practices, including ITIL certifications.** + **Strong troubleshooting and problem\-solving skills, particularly for resolving escalated incidents.** + **Experience with automation tools and Infrastructure as Code (IAC) technologies like Terraform, Ansible.** + **Excellent communication skills to interact with clients and internal teams** + **Prior experience working within a managed services environment with ITIL processes at its core.** + **Familiarity with DevOps tools and CI/CD pipelines** + **Strong analytical and critical\-thinking skills.** + **Ability to manage multiple clients and environments simultaneously.** + **Strong sense of ownership and accountability for incident and problem resolution.** + **Effective communication skills with a focus on providing excellent customer service.****Required Language Skills:** + **Proficient in written and spoken English and Arabic****Minimum Education and Specific Qualification:** + **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****Years of** **Experience:** + **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.** **Education** *(if blank, degree and/or field of study not specified)* Degrees/Field of Study required: Degrees/Field of Study preferred: **Certifications** *(if blank, certifications not specified)* **Required Skills** **Optional Skills** **Desired Languages** *(If blank, desired languages not specified)* **Travel Requirements** 0% **Available for Work Visa Sponsorship?** No **Government Clearance Required?** No **Job Posting End Date**