Technical Services Delivery Engineer (Infrastructure/Cloud)

Summary of Role:

The Technical Services Delivery Engineer is responsible for bridging the gap between service delivery and hands-on engineering. As a strong technical professional, he/she is comfortable managing customer expectations, ensuring service performance, and performing deep technical troubleshooting and implementation. He/She will provide to the point of contact for service delivery to customer, while also contributing as an engineer to maintain, improve, and optimize systems.

Responsibilities:

• Own and manage end-to-end service delivery for assigned customers or systems.
• Ensure adherence to SLAs, KPIs, and service quality standards.
• Act as the primary escalation point for technical incidents and issues.
• Provide regular service reports, reviews, and recommendations.
• Coordinate with cross-functional teams to resolve issues and improve service performance.
• Perform hands-on troubleshooting across infrastructure, applications, or platforms.
• Design, implement, and maintain technical solutions and system improvements.
• Support deployments, upgrades, patches, and configurations.
• Identify and drive automation and continuous improvement initiatives.
• Participate in root cause analysis (RCA) and implement preventive measures.
• Build strong relationships with internal and external stakeholders.
• Translate business requirements into technical solutions.
• Provide technical advisory and guidance to customers.
• Communicate complex technical issues in a clear, non-technical manner.
• Identify gaps in service delivery and recommend process improvements.
• Drive service optimization and cost efficiency initiatives.
• Contribute to documentation, knowledge base, and best practices.

Requirements:

• Strong experience in one or more of following areas : Cloud platforms (Azure/AWS/GCP); Infrastructure (Windows/Linux Servers, Networking); DevOps tools (CI/CD, Automation, Scripting); and Enterprise Applications or Platforms.
• Experience with monitoring, incident management, and troubleshooting tools.
• Experience managing SLAs, incidents, problem, and change management.
• Experience in customer-facing roles.
• Experience in managed services or enterprise IT operations.
• Proven ability to manage production environments and critical systems.
• Qualifications in ITIL Certification, and Cloud Certifications (Azure, AWS, GCP) is preferred.
• Experience in Scripting/Automation (e.g., PowerShell, Python, Bash) is a plus.
• Strong communication and stakeholder management skills.
• Ability to balance customer needs with technical constraints.
• Problem-solving mindset with ownership and accountability.
• Ability to work in a fast-paced, dynamic environment.