Operation and Support Engineer - Level 2 (JO014767) Riyadh, Saudi Arabia

  • You will provide technical support of Cloud, On-Premises, and Hybrid services.
  • You will design and implement changes into the systems.
  • You will maintain and enhance internal tools to improve service industrialization for Cloud and On-Premises services.
  • You will provide technical guidance for new or evolution of services and for consolidated technical analyses.
  • You will lead the optimization of service reliability, performance and security.
  • Provide technical direction when CAB requires tier II input, expertise or changes with high risk impacts on customer SLAs.
  • You will be responsible for product and technical knowledge ramp-up of the Tier II Support team.
  • You will participate in the definition of production requirements.
  • You will extend and acknowledge completion of handover milestones to Tiers I and II to comply with contractual SLAs.
  • You will manage performance. Track and report critical supply and demand metrics. Use data to optimize processes, creatively solve problems, and track results
  • You will participate within the integrated team concept for product & process improvement
  • You will participate at the preparation and review of technical product & customer specific documentation



Knowledge, Skills and Experience:

  • To succeed at this job, you must have experience with Linux or Unix applications; Unix or Shell scripting; SQL or Oracle database queries, writing and execution and knowledge of WebLogic administration, ticketing tools, monitoring tools such as OP5, ELK, Grafana or Prometheus
  • You must have also an experience in managing production systems in Cloud or/and Hybrid-Cloud, knowledge of debugging methods and tools.
  • You need to have knowledge of Cloud technologies: ie. Ansible, Dockers, Kubernetes. AWS, Google Cloud are much appreciated.
  • You need to have experience in customer facing role and communication with internal & external stakeholders
  • You must be fluent in English.
  • We would like someone to join our team who is a strong verbal and written communicator, analytical, a problem-solver and team player.
  • You must have a Degree in Information Technology or a related field.
  • We are looking for someone with at least 5 years of experience in IT support and at least 5 years in operations.