{"id":1657197,"url":"https://alion.io/job/pricewaterhousecoopers-etic-oci-technical-support-engineer-manager","title":"ETIC, OCI Technical Support Engineer - Manager","company":{"id":5739,"name":"PwC","domain":"pwc.com","url":"https://alion.io/company/pwc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":70,"open_postings":2647,"ghost_share":0.507,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":43000,"max_usd":114000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":7,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Ansible","optional":false},{"name":"CI/CD","optional":false},{"name":"Configuration Management","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Terraform","optional":false},{"name":"AWS","optional":true},{"name":"GCP","optional":true}],"status":"live","first_seen_at":"2025-05-21T00:00:00Z","employer_posted_date":"2025-05-21","last_verified_at":"2026-10-24T04:43:15Z","board_verified":true,"closed_at":null,"days_open":521,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":520},"description":"Line of Service\nAdvisoryIndustry/Sector\nTechnologySpecialism\nAdvisory - OtherManagement Level\nManagerJob Description & Summary\nAt PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory servicesWe are seeking a skilled Cloud Support Engineer Product SME with expertise in managing L2/L3 support activities within an ITIL-aligned managed services framework. This role will be responsible for delivering advanced cloud services and ensuring operational excellence across multiple client environments. The ideal candidate will have a deep understanding of ITIL processes, particularly around incident management, problem management, and change management.\nRoles and Responsibilities:Handle escalated incidents related to cloud services, ensuring timely resolution in line with SLAs. Lead root cause analysis for critical incidents and implement corrective actions to prevent recurrence.\n\nIdentify recurring incidents and potential problems within Cloud environments. Conduct in-depth root cause analysis and develop long-term solutions to enhance system stability and reduce downtime.\n\nEvaluate, plan, and execute changes within client environments following ITIL-aligned change management processes. Ensure minimal disruption to operations while implementing updates, patches, and new features.\n\nManage and fulfill L2/L3 service requests from clients, such as provisioning, configuration changes, and resource scaling, while adhering to approved change control processes.\n\nProactively monitor cloud services and respond to alerts and performance issues in real time. Use monitoring tools to identify trends and address potential risks before they impact client environments.\n\nMaintain accurate and up-to-date configuration management records for all client environments, ensuring full visibility and control over the infrastructure.\n\nLead and support the deployment of new cloud features, services, and updates, ensuring they are aligned with client needs and business continuity requirements.\n\nIdentify opportunities for improving service delivery and performance, using metrics and reporting to measure success and propose enhancements to cloud operations and processes.\n\nEnsure that L2/L3 support activities meet or exceed the contractual SLAs, monitoring service performance and reporting on service outcomes to internal teams and clients.\n\nDevelop and maintain documentation for all L2/L3 support activities, troubleshooting procedures, and operational guidelines. Share knowledge with internal teams to improve\n\nMonitor the capacity and availability of client environments to ensure they are optimized and capable of handling current and future workloads.\n\nRequirements:Proven experience in incident, problem, and change management for cloud infrastructure.\n\nHands-on experience in IaaS and PaaS services such as Compute, Networking, Storage, and Autonomous Database.\n\nFamiliarity with ITIL processes and service management best practices, including ITIL certifications.\n\nStrong troubleshooting and problem-solving skills, particularly for resolving escalated incidents.\n\nExperience with automation tools and Infrastructure as Code (IAC) technologies like Terraform, Ansible.\n\nExcellent communication skills to interact with clients and internal teams\n\nPrior experience working within a managed services environment with ITIL processes at its core.\n\nFamiliarity with DevOps tools and CI/CD pipelines\n\nStrong analytical and critical-thinking skills.\n\nAbility to manage multiple clients and environments simultaneously.\n\nStrong sense of ownership and accountability for incident and problem resolution.\n\nEffective communication skills with a focus on providing excellent customer service.\n\nRequired Language Skills:\nProficient in written and spoken English and Arabic\nMinimum Education and Specific Qualification:\nBachelor’s degree in Computer Science, Information Technology, or a related field.\nCloud Certifications:Architect Professional, Cloud Operations, or related certifications are required\n ITIL Certifications at Foundation or Intermediate levels (e.g., ITIL Service Operations, ITIL Service Transition) are highly desirable\nPeople management skills\n Years ofExperience:\n7+ years for Managers working in cloud environments with a focus on ITIL-aligned L2/L3 support in a managed services context.\nProven experience in incident, problem, and change management for cloud infrastructure.\n\nEducation (if blank, degree and/or field of study not specified)\nDegrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)\nRequired Skills\nOptional Skills\nAccepting Feedback, Accepting Feedback, Active Listening, Amazon Web Services (AWS), Analytical Thinking, Architecture Frameworks, Business Process Modeling, Cloud Infrastructure, Cloud Infrastructure Architecture Design, Cloud Virtualization, Coaching and Feedback, Communication, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Enterprise Integration, Firewall (Network Security), Google Cloud Platform, Inclusion, Intellectual Curiosity, IT Infrastructure, IT Operations, IT Service Management (ITIL) {+ 25 more}Desired Languages (If blank, desired languages not specified)\nTravel Requirements\n0%Available for Work Visa Sponsorship?\nNoGovernment Clearance Required?\nNoJob Posting End Date","description_format":"text","description_chars":5686,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Audit & Assurance Firms","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-10-02T02:02:26Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.159,"p_room":0.28,"age_days":520,"expected_fill_days":26,"reasons":["conf:16","stale_co","velocity","ghost","win:tail","crowd:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/pricewaterhousecoopers-etic-oci-technical-support-engineer-manager","json_url":"https://alion.io/job/pricewaterhousecoopers-etic-oci-technical-support-engineer-manager.json","meta":{"generated_at":"2026-10-24T05:09:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7277,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5739},"rest":"https://alion.io/mcp/rest/get_company?id=5739"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpricewaterhousecoopers-etic-oci-technical-support-engineer-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpricewaterhousecoopers-etic-oci-technical-support-engineer-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpricewaterhousecoopers-etic-oci-technical-support-engineer-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pricewaterhousecoopers-etic-oci-technical-support-engineer-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpricewaterhousecoopers-etic-oci-technical-support-engineer-manager"}]}