Technical Service Engineer (AL-FNC260602 013/01)

About this role

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