Cloud Technical Engineer

• Lead and coordinate cloud services 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 TeamsRelationship 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 degree in computer science, Information Technology, Engineering, or a related field.

Certifications:

• 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.
  
• Familiaritywith 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
  
• Abilityto 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).
  
• Insightinto 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.
  
• Strongstakeholder management: proactive, responsive, and customer-centric