Cloud Support Engineer (L2/L3) - Manager

About the role

PwC is seeking a Cloud Support Engineer Product SME to manage L2/L3 support activities within an ITIL-aligned managed services framework. The role delivers advanced cloud services and ensures operational excellence across multiple client environments, with a strong focus on incident, problem and change management.

Key responsibilities

• Handle escalated cloud incidents and lead root cause analysis, implementing corrective actions and long-term fixes to reduce downtime.
• Evaluate, plan and execute changes in client environments following ITIL-aligned change management, with minimal disruption.
• Manage and fulfill L2/L3 service requests such as provisioning, configuration changes and resource scaling.
• Proactively monitor cloud services, respond to alerts and use monitoring tools to spot trends and risks early.
• Maintain accurate configuration management records and support the deployment of new cloud features and updates.
• Use metrics and reporting to improve service delivery and propose enhancements to cloud operations.
• Ensure L2/L3 support meets or exceeds contractual SLAs and share knowledge with internal teams.
• Develop documentation for support activities, troubleshooting procedures and operational guidelines.

Required profile

• 7+ years of experience in cloud environments, with proven incident, problem and change management experience.
• Bachelor's degree in Computer Science, Information Technology or a related field.
• Cloud certifications (Architect Professional, Cloud Operations or similar) required; ITIL Foundation or Intermediate certifications highly desirable.
• Proficiency in written and spoken English and Arabic.
• Ability to manage multiple clients and environments at once, with strong ownership and customer service focus.

Required skills

• Hands-on experience with IaaS and PaaS services such as Compute, Networking, Storage and Autonomous Database.
• Familiarity with ITIL processes and service management best practices.
• Automation tools and Infrastructure as Code (IaC) such as Terraform and Ansible.
• DevOps tools and CI/CD pipelines.