As an Operations and Support Engineer – Level 2 for the company Global Services team, you will be engaged in tier II technical support for incidents, problems, and change management of hosted and managed solutions.
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Location: Riyadh, Saudi Arabia
Work Conditions: Hybrid, Full-time, 24/7 rotating shifts
Key Responsibilities:
- Provide technical support for Cloud, On-Premises, and Hybrid services.
- Design and implement changes into the systems.
- Maintain and enhance internal tools to improve service industrialization.
- Provide technical guidance for new or evolving services and perform consolidated technical analyses.
- Lead the optimization of service reliability, performance, and security.
- Offer technical direction during change advisory board (CAB) meetings that require tier II expertise.
- Manage and report critical supply and demand metrics to optimize processes.
- Participate in the preparation and review of technical product and customer-specific documentation.
Knowledge, Skills, and Experience:
- Experience with Linux or Unix applications, Unix or Shell scripting, SQL or Oracle database queries.
- Knowledge of WebLogic administration and familiarity with ticketing and monitoring tools such as OP5, ELK, Grafana, or Prometheus.
- Experience managing production systems in Cloud or Hybrid-Cloud environments.
- Knowledge of Cloud technologies (e.g., Ansible, Dockers, Kubernetes), AWS, Google Cloud is appreciated.
- Strong communication skills in a customer-facing role with internal and external stakeholders.
- Fluent in English.
- A degree in Information Technology or a related field is required.
- 3-5 years of experience in IT support and operations is preferred.
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