Role Title: Cloud Technical
Engineer

 
Key Activities:

 Support Team Management:

• Lead and coordinate
  cloud services’s daily activities. (AWS and OCI ).
  
• Monitor response SLAs
  and ensure timely resolution of incidents.
  

Case & Ticket Follow-Up:

• Track and escalate open
  cloud support cases with Oracle and AWS.
  
• Maintain end-to-end
  visibility of ticket flow through the managed service platform.
  

Technical Analysis &
Troubleshooting

• Diagnose and analyze
  cloud infrastructure issues.
  
• Collaborate with
  engineering and application teams to reproduce and remediate faults
  

AWS Cloud Bill-Ops

• Validate monthly AWS
  invoices and chargeback allocations.
  
• Track payment approvals
  and ensure on-time settlement of cloud bills.
  
• Collaborate with AWS
  Finance and Internal Finance for any invoice issue.
  

Application Teams
Relationship Management

• Facilitate communication
  between application owners and support teams.
  
• Gather requirements for
  cloud capacity, performance, and security.
  

Customer Experience &
Observability

• Manage
  related observability tools and KPI to monitor performance and customer journeys
  in cloud and contact center environment.
  

Reporting & Governance

• Prepare weekly/monthly
  status reports on open tickets, major incidents, and billing insights.
  
• Align operational
  activities with Enterprise Architecture and CCoE standards.
  

Requirements

Education:

• Bachelor’s degree in
  computer science, Information Technology, Engineering, or a related field. 
  

Certifications:

AWS
Certified Solutions Architect – Associate.
ITIL
Foundation Certification.

Experience:

• 3–5 years managing cloud support operations or technical support
  teams.
  
• Hands-on experience with AWS services (EC2, S3, VPC, RDS, IAM,
  CloudWatch, etc.).
  
• Prior exposure to Oracle Cloud and coordination with Oracle
  support.
  
• Familiarity
  with cloud billing and cost optimization.
  

Job-related Skills:

Technical:

• Strong troubleshooting and root-cause analysis skills in cloud
  environments.
  
• Proficient with ticketing systems.
  
• Ability to read and interpret cloud usage and billing reports.
  

Process & Tools:

• Knowledge of ITSM processes and SLAs
  
• Familiarity with DevOps toolchains (CI/CD pipelines,
  Infrastructure as Code)
  

Analytical:

• Data-driven decision making; comfortable with cloud usage metrics
  
• Ability
  to identify trends and recommend optimizations
  

Knowledge:

• In-depth understanding of AWS shared
  responsibility model.
  
• Awareness of best practices in cloud security,
  compliance, and governance.
  
• Familiarity with enterprise networking concepts
  (DNS, VPN, routing, firewall).
  
• Insight
  into application architecture and dependencies in multi-tier environments.
  

Communication:

• Excellent verbal and written communication skills
  in English (Arabic proficiency a plus).
  
• Able to translate complex technical issues into
  clear, non-technical language for stakeholders.
  
• Strong
  stakeholder management: proactive, responsive, and customer-centric
  

Benefits