GCP Technical Support Engineer – Senior Associate

About the role

We are looking for a senior‑level Cloud Support Engineer with deep expertise in Google Cloud Platform (GCP) to join our advisory team in Cairo. The role focuses on L2/L3 support within an ITIL‑aligned managed services environment, ensuring high‑quality service delivery for multiple client workloads.

Key responsibilities

• Handle escalated GCP incidents, meet SLA targets, and lead root‑cause analysis for critical issues.
• Identify recurring problems, conduct deep investigations, and implement long‑term corrective actions.
• Plan, evaluate, and execute change requests following ITIL change‑management processes while minimizing disruption.
• 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.
• Maintain accurate configuration‑management records for all client environments.
• Lead deployments of new GCP features, services, and updates aligned with client needs.
• Measure service performance, propose improvements, and ensure SLA compliance.
• Create and maintain documentation, troubleshooting guides, and operational procedures.

Required profile

• Strong background in ITIL processes, especially incident, problem, and change management.
• Extensive experience delivering L2/L3 cloud support in multi‑client environments.
• Hands‑on expertise with GCP IaaS and PaaS services.
• Ability to perform detailed root‑cause analysis and drive continuous improvement.

Required skills

• ITIL framework
• Incident, problem and change management
• Google Cloud Platform (GCP)
• Compute, Networking, Storage, Autonomous Database services
• Monitoring tools
• Configuration management

What we offer

• Opportunity to work with leading clients on cutting‑edge cloud technologies.
• Professional development within a global advisory firm.
• Collaborative environment focused on operational excellence.