OCI Technical Support Engineer – Manager

About the role

PWC is seeking an experienced OCI Technical Support Engineer to lead L2/L3 support activities within an ITIL‑aligned managed services framework. The role focuses on delivering advanced cloud services, ensuring operational excellence, and maintaining strong client relationships across multiple environments.

Key responsibilities

• Handle escalated cloud service incidents, meeting SLA targets.
• Lead root‑cause analysis for critical incidents and implement corrective actions.
• Identify recurring issues, conduct deep analysis, and develop long‑term stability solutions.
• Plan and execute changes following ITIL change management, minimizing operational disruption.
• Manage L2/L3 service requests such as provisioning, configuration changes, and scaling.
• Proactively monitor cloud services, respond to alerts, and address performance risks.
• Maintain accurate configuration management records for full infrastructure visibility.
• Support deployment of new cloud features, services, and updates aligned with client needs.
• Measure service performance against contractual SLAs and report outcomes.
• Create and maintain documentation for support procedures and share knowledge internally.

Required profile

• Proven experience in L2/L3 cloud support within an ITIL‑based environment.
• Strong analytical skills with a track record of incident resolution and problem prevention.
• Excellent communication abilities to interact with clients and internal teams.
• Ability to work under pressure and manage multiple client environments simultaneously.

Required skills

• ITIL framework
• Oracle Cloud Infrastructure (OCI)
• Cloud services management
• L2/L3 support processes
• Monitoring tools for cloud performance