ETC, GCP Technical Support Engineer - Senior Associate

About the role

PwC is looking for a Senior Associate ETC, GCP Technical Support Engineer in Cairo to act as a Cloud Support Engineer Product SME. The role manages L2/L3 support activities within an ITIL-aligned managed services framework, delivering advanced cloud services and ensuring operational excellence across multiple client environments. It suits someone with strong ITIL knowledge, especially 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 L2/L3 service requests such as provisioning, configuration changes and resource scaling.
• Monitor cloud services in real time, use monitoring tools to spot trends and address risks early.
• Maintain accurate configuration management records and support 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 report service outcomes to internal teams and clients.
• Develop documentation for support activities and troubleshooting procedures, share knowledge internally, and monitor capacity and availability of client environments.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• 4-7 years of experience in cloud environments with ITIL-aligned L2/L3 support in a managed services context.
• Proven experience in incident, problem and change management for cloud infrastructure.
• Proficiency in written and spoken English and Arabic.
• Ability to manage multiple clients and environments at once, with strong ownership and communication skills.

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; ITIL Foundation or Intermediate certification highly desirable.
• Experience with automation tools and Infrastructure as Code such as Terraform and Ansible.
• Familiarity with DevOps tools and CI/CD pipelines.
• Cloud certifications such as Architect Professional, Cloud Operations or related ones are required.