Technical Service Engineer-S

Overview:

(Summary of the role) We are looking for a Technical Service Delivery Engineer who can bridge the gap between service delivery and hands-on engineering. This role requires a strong technical professional who is equally comfortable managing customer expectations, ensuring service performance, and performing deep technical troubleshooting and implementation. You will need to provide to the point of contact for service delivery to customer, while also contributing as an engineer to maintain, improve, and optimize systems.

Responsibilities: (Describe the important end results of the job, i.e., what has to be achieved and why. Start with the most important and number each one separately) Service Delivery & Operations • 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 Technical Engineer Responsibilities • 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 • Customer & Stakeholder Management • 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 • Continuous Improvement • 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: (Indicate the qualifications, education, associated training, background knowledge, skills and attributes to perform the job competently)

Technical Skills • Strong experience in one or more areas: o Cloud platforms (Azure / AWS / GCP) o Infrastructure (Windows/Linux servers, networking) o DevOps tools (CI/CD, automation, scripting) o Enterprise applications or platforms • Experience with monitoring, incident management, and troubleshooting tools • Scripting/automation (e.g., PowerShell, Python, Bash) is a plus Service Delivery & Operations • Experience managing SLAs, incidents, problem, and change management • Familiarity with ITIL practices • Proven ability to manage production environments and critical systems

Soft Skills • 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

Preferred Qualifications • ITIL Certification • Cloud certifications (Azure, AWS, GCP) • Experience in customer-facing roles • Experience in managed services or enterprise IT operations