Cloud Technical Engineer

Role & responsibilities

: Cloud Technical Engineer

Role Purpose: The Cloud Technical Engineer is responsible for ensuring the day-to-day operational health of our managed cloud services. This role coordinates with Cloud operations teams, Oracle and AWS support vendor, performs technical analysis of cloud issues, oversees AWS billing operations (Bill-Ops) including payment follow-ups, and acts as the primary liaison between application teams and cloud operations.

Key Activities:

Support Team Management:

• Lead and coordinate cloud servicess 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

Preferred candidate profile

Requirements

Education:

• Bachelors degree in computer science, Information Technology, Engineering, or a related field. 
  

Certifications:

AWS Certified Solutions Architect Associate.
ITIL Foundation Certification.

Experience:

• 35 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