Operations and Support Engineer – Level 2

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.

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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