Technical Service Engineer (Infrastructure / Cloud)

Technical Service Delivery Engineer - Key Points Role Summary

Technical Service Delivery Engineer combining service delivery management + hands-on engineering .

Primary point of contact for customers on service delivery and technical issues.

Responsible for maintaining, improving, troubleshooting, and optimizing IT systems.

Key Responsibilities 1. Service Delivery & Operations

Own end-to-end service delivery for assigned customers/systems.

Manage SLA, KPI, service quality, and operational performance .

Act as the primary escalation point for technical incidents.

Prepare service reports, reviews, and improvement recommendations.

Coordinate with cross-functional teams to resolve critical issues.

2. Technical Engineering

Perform hands-on troubleshooting across infrastructure, applications, cloud, or platforms .

Design, implement, maintain, and optimize technical solutions.

Support deployments, upgrades, patches, and configurations .

Drive automation and continuous improvement.

Conduct Root Cause Analysis (RCA) and implement preventive measures.

3. Customer & Stakeholder Management

Manage relationships with internal and external stakeholders.

Understand business requirements and translate them into technical solutions.

Provide technical advice and guidance to customers.

Explain complex technical issues in a clear, non-technical manner.

4. Continuous Improvement

Identify service delivery gaps and recommend improvements.

Drive service optimization and cost-efficiency initiatives.

Maintain technical documentation, knowledge bases, and best practices.

Must-Have Technical Skills Strong experience in at least one of: Cloud: Azure / AWS / GCP Infrastructure: Windows/Linux Servers, Networking DevOps: CI/CD, Automation, Scripting Enterprise Applications / Platforms

Experience with monitoring, incident management, and troubleshooting tools .

Hands-on experience managing production/critical systems .

Experience with SLA, Incident, Problem & Change Management .

Knowledge of ITIL practices .

Good-to-Have PowerShell / Python / Bash scripting.

ITIL certification.

Azure/AWS/GCP certifications.

Managed Services / Enterprise IT Operations experience.

Previous customer-facing technical role .

Key Soft Skills Strong communication and stakeholder management.

Customer-focused with good expectation management.

Strong troubleshooting and problem-solving ability.

Ownership and accountability.

Comfortable working in a fast-paced production environment .