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 / GCPInfrastructure: Windows/Linux Servers, NetworkingDevOps: CI/CD, Automation, ScriptingEnterprise 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.