Technical Service Engineer (AL-FNC260602 013/01)

We are seeking a Technical Service Delivery Engineer who can combine strong technical expertise with service delivery management. This role is ideal for professionals who enjoy working closely with customers while remaining hands-on in infrastructure, cloud, platforms, and operational support.

You will act as the key liaison between customers and technical teams, ensuring service excellence, operational stability, and continuous improvement of managed IT environments.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery for assigned customers and platforms.
• Ensure SLA, KPI, and service quality targets are consistently achieved.
• Act as the primary escalation point for technical incidents and service issues.
• Conduct service reviews and provide recommendations for improvement.
• Coordinate with technical and operational teams to ensure smooth service delivery.

Technical Engineering

• Perform hands-on troubleshooting across infrastructure, cloud, and application environments.
• Support system implementations, upgrades, patching, and configuration activities.
• Design and implement technical improvements and optimization initiatives.
• Participate in incident investigations, root cause analysis (RCA), and resolution planning.
• Drive automation and operational efficiency initiatives.

Stakeholder Management

• Build and maintain strong relationships with customers and business stakeholders.
• Translate business requirements into practical technical solutions.
• Provide technical advisory and guidance to customers.
• Communicate technical issues and solutions clearly to both technical and non-technical audiences.

Requirements

• Minimum 3-5 years of experience in Service Delivery, Infrastructure Operations, Cloud Engineering, or Managed Services.
• Strong technical expertise in at least one of the following:
• Cloud (AWS, Azure, GCP)
• Windows/Linux Infrastructure
• Networking
• DevOps and Automation
• Experience managing incidents, problems, changes, and production environments.
• Familiarity with ITIL service management practices.
• Experience with monitoring and troubleshooting tools.
• Scripting or automation knowledge (PowerShell, Python, Bash) is advantageous.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience in customer-facing or managed services environments is highly preferred.
• ITIL and Cloud certifications would be an advantage