ETIC, OCI Technical Support Engineer - Senior Associate

About the role

PwC is looking for a Senior Associate Cloud Support Engineer (OCI) for its ETIC advisory practice in Cairo. The role manages L2/L3 support activities within an ITIL-aligned managed services framework, delivering advanced cloud services and ensuring operational excellence across client environments. It suits someone with strong incident, problem and change management experience.

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 configuration management records and support deployment of new cloud features and updates.
• Use metrics and reporting to improve service delivery and keep L2/L3 support within contractual SLAs.
• Develop documentation for support activities and troubleshooting procedures, and share knowledge internally.
• 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 setting.
• 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 (Terraform, Ansible).
• Familiarity with DevOps tools and CI/CD pipelines.
• Cloud certifications such as Architect Professional or Cloud Operations are required.