{"id":1739403,"url":"https://alion.io/job/pricewaterhousecoopers-etic-oci-technical-support-engineer-senior-associate","title":"ETIC, OCI Technical Support Engineer - Senior Associate","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":"A","score":87,"open_postings":2639,"ghost_share":0,"stale_share":0.523,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-27T05:46:45Z"}},"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":9000,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":4,"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}],"status":"live","first_seen_at":"2024-10-27T00:00:00Z","employer_posted_date":"2024-10-27","last_verified_at":"2026-10-27T11:52:13Z","board_verified":true,"closed_at":null,"days_open":730,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":730},"description":"Line of Service\nAdvisoryIndustry/Sector\nTechnologySpecialism\nAdvisory - OtherManagement Level\nSenior AssociateJob Description & Summary\nWe 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.Roles and Responsibilities:\nDaily tasks and delivery expectation\nHandle 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\nExpected Skills:\nSpecific learned abilities or technical skills\nProven 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\nExpected Competencies:\nValues, behaviors & attitude\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.\n Cloud 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\n Years ofExperience:\n4-7 years for Senior Associates 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.\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\nDesired 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":4860,"description_truncated":false,"requirements":{"experience_years_min":4,"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":["Financial Services","Professional Services","Financial Advisory, Valuation & Restructuring","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-10-03T02:00:38Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":0.9,"p_active":0.147,"p_room":0.28,"age_days":730,"expected_fill_days":24,"reasons":["conf:58","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/pricewaterhousecoopers-etic-oci-technical-support-engineer-senior-associate","json_url":"https://alion.io/job/pricewaterhousecoopers-etic-oci-technical-support-engineer-senior-associate.json","meta":{"generated_at":"2026-10-27T14:02:25Z","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 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