📍 Job Overview

Job Title: ETIC, OCI Technical Support Engineer - Manager
Company: PwC
Location: Cairo - ETIC, Egypt
Job Type: Full-Time
Category: IT Infrastructure & Operations
Date Posted: May 21, 2025
Experience Level: 10+ years
Remote Status: On-site

🚀 Role Summary

Manage and lead L2/L3 cloud support activities within an ITIL-aligned managed services framework, ensuring operational excellence across multiple client environments.
Deliver advanced cloud services and ensure minimal downtime by proactively monitoring services, resolving incidents, and implementing corrective actions.
Collaborate with internal teams and clients to fulfill service requests, manage changes, and improve service delivery and performance.

📝 Enhancement Note: This role requires a strong focus on ITIL processes, incident management, problem management, and change management to ensure service level agreements (SLAs) are met or exceeded.

💻 Primary Responsibilities

Handle escalated incidents related to cloud services, ensuring timely resolution in line with SLAs, and lead root cause analysis for critical incidents.
Identify recurring incidents and potential problems within cloud environments, conduct in-depth root cause analysis, and develop long-term solutions to enhance system stability and reduce downtime.
Evaluate, plan, and execute changes within client environments following ITIL-aligned change management processes, ensuring minimal disruption to operations while implementing updates, patches, and new features.
Manage and fulfill L2/L3 service requests from clients, such as provisioning, configuration changes, and resource scaling, while adhering to approved change control processes.
Proactively monitor cloud services and respond to alerts and performance issues in real time, using monitoring tools to identify trends and address potential risks before they impact client environments.
Maintain accurate and up-to-date configuration management records for all client environments, ensuring full visibility and control over the infrastructure.
Lead and support the deployment of new cloud features, services, and updates, ensuring they are aligned with client needs and business continuity requirements.
Identify opportunities for improving service delivery and performance, using metrics and reporting to measure success and propose enhancements to cloud operations and processes.
Ensure that L2/L3 support activities meet or exceed the contractual SLAs, monitoring service performance and reporting on service outcomes to internal teams and clients.
Develop and maintain documentation for all L2/L3 support activities, troubleshooting procedures, and operational guidelines, sharing knowledge with internal teams to improve service delivery.
Monitor the capacity and availability of client environments to ensure they are optimized and capable of handling current and future workloads.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Cloud certifications (e.g., Architect Professional, Cloud Operations) and ITIL certifications (Foundation or Intermediate levels) are required.

Experience: 7+ years working in cloud environments with a focus on ITIL-aligned L2/L3 support in a managed services context. Proven experience in incident, problem, and change management for cloud infrastructure.

Required Skills:

Proven experience in incident, problem, and change management for cloud infrastructure.
Hands-on experience in IaaS and PaaS services such as Compute, Networking, Storage, and Autonomous Database.
Familiarity with ITIL processes and service management best practices, including ITIL certifications.
Strong troubleshooting and problem-solving skills, particularly for resolving escalated incidents.
Experience with automation tools and Infrastructure as Code (IAC) technologies like Terraform, Ansible.
Excellent communication skills to interact with clients and internal teams.
Prior experience working within a managed services environment with ITIL processes at its core.
Familiarity with DevOps tools and CI/CD pipelines.
Strong analytical and critical-thinking skills.
Ability to manage multiple clients and environments simultaneously.
Strong sense of ownership and accountability for incident and problem resolution.
Effective communication skills with a focus on providing excellent customer service.

Preferred Skills:

Experience with Amazon Web Services (AWS) and Google Cloud Platform.
Knowledge of firewall (network security) and enterprise architecture.
Familiarity with enterprise integration and business process modeling.
Proficiency in multiple languages (English and Arabic).

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of managing L2/L3 support activities in cloud environments.
Showcase successful incident management, problem management, and change management projects.
Highlight your ability to improve service delivery and performance using metrics and reporting.
Include examples of documentation and operational guidelines developed for cloud support activities.

Technical Documentation:

Provide case studies or examples of root cause analysis and long-term solutions implemented for recurring incidents and potential problems.
Include documentation of change management processes and their successful implementation within client environments.
Showcase your experience with automation tools and Infrastructure as Code (IAC) technologies by including relevant projects or case studies.

💵 Compensation & Benefits

Salary Range: Competitive salary package based on experience and qualifications. Research shows that the average salary for a Cloud Support Engineer Manager in Cairo, Egypt, is around EGP 40,000 - 60,000 per month.

Benefits:

Comprehensive health insurance plan.
Retirement plan contributions.
Employee assistance program.
Generous vacation and leave policies.
Professional development opportunities and training.
Employee discounts and perks.

Working Hours: Full-time position with standard office hours, Monday to Friday, 9:00 AM to 5:00 PM. Occasional overtime may be required to handle critical incidents or meet project deadlines.

📝 Enhancement Note: The salary range provided is based on regional market research and industry standards for a Cloud Support Engineer Manager role. Benefits may vary depending on the specific employment contract.

🎯 Team & Company Context

🏢 Company Culture

Industry: PwC is a multinational professional services network with a focus on assurance, tax, and advisory services. In the context of this role, the company operates within the technology sector, providing cloud support services to clients.

Company Size: PwC is one of the largest professional services firms in the world, with a global network of firms in 152 countries and over 328,000 people. For the web development and server administration professional, this means ample opportunities for collaboration, knowledge sharing, and career growth.

Founded: PwC was founded in 1849 and has a rich history of providing professional services to clients across various industries. This longevity and experience contribute to a stable and established company culture.

Team Structure:

The cloud support team consists of various roles, including Cloud Support Engineers, Cloud Support Specialists, and Cloud Support Managers.
The team is organized into client-focused pods, with each pod responsible for delivering advanced cloud services to specific clients.
The team works closely with other internal teams, such as cloud architecture, cloud engineering, and cloud security, to ensure seamless service delivery.

Development Methodology:

PwC follows ITIL-aligned processes for incident, problem, and change management, ensuring consistent and high-quality service delivery.
The company uses Agile methodologies for project management, with regular sprint planning, code reviews, and quality assurance practices.
PwC employs continuous integration and continuous deployment (CI/CD) pipelines for automated deployment and infrastructure management.

Company Website: PwC Global Website

📝 Enhancement Note: PwC's global presence and extensive client base provide web development and server administration professionals with diverse project exposure and opportunities for career progression.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level position within the cloud support team, focusing on managing L2/L3 support activities and delivering advanced cloud services to clients. The ideal candidate will have a deep understanding of ITIL processes, incident management, problem management, and change management.

Reporting Structure: The Cloud Support Engineer Manager reports directly to the Cloud Support Team Lead and works closely with other cloud support team members, internal teams, and clients to ensure service level agreements (SLAs) are met or exceeded.

Technical Impact: The role has a significant impact on cloud service delivery, client satisfaction, and overall business continuity. The Cloud Support Engineer Manager is responsible for ensuring minimal downtime and maximizing system stability across multiple client environments.

Growth Opportunities:

Cloud Architecture & Engineering: Transition into a cloud architecture or cloud engineering role, focusing on designing and implementing cloud infrastructure and services.
Cloud Security: Specialize in cloud security, ensuring the confidentiality, integrity, and availability of cloud environments.
Cloud Operations & DevOps: Move into a cloud operations or DevOps role, focusing on continuous integration, continuous deployment, and infrastructure as code (IAC).
Team Leadership & Management: Progress into a team leadership or management role, overseeing cloud support teams and driving operational excellence.

📝 Enhancement Note: PwC's extensive client base and diverse project portfolio provide web development and server administration professionals with numerous opportunities for career progression and technical skill development.

🌐 Work Environment

Office Type: PwC's office in Cairo - ETIC is a modern, collaborative workspace designed to facilitate team interaction and knowledge sharing. The office features open-plan workspaces, meeting rooms, and breakout areas to support various work styles and team dynamics.

Office Location(s): Cairo - ETIC, Egypt. The office is conveniently located in the heart of Cairo, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaborative Workspace: The open-plan workspace encourages team interaction and knowledge sharing, with ample space for team meetings and impromptu discussions.
Development Tools & Equipment: The office provides state-of-the-art development tools and equipment, including multiple monitors, testing devices, and high-speed internet connectivity.
Cross-Functional Collaboration: The office is home to various internal teams, such as cloud architecture, cloud engineering, and cloud security, fostering cross-functional collaboration and knowledge sharing.

Work Schedule: Full-time position with standard office hours, Monday to Friday, 9:00 AM to 5:00 PM. Occasional overtime may be required to handle critical incidents or meet project deadlines.

📝 Enhancement Note: PwC's modern, collaborative workspace and cross-functional team structure provide web development and server administration professionals with an ideal environment for knowledge sharing, skill development, and career progression.

📄 Application & Technical Interview Process

Interview Process:

Online Application Review: PwC's HR team will review your application and resume, focusing on your relevant experience, skills, and qualifications.
Phone or Video Screen: A brief phone or video call to assess your communication skills, cultural fit, and technical proficiency.
Technical Assessment: A hands-on technical assessment focusing on your incident management, problem management, and change management skills. You may be asked to resolve simulated cloud incidents, conduct root cause analysis, and propose long-term solutions.
Final Interview: A face-to-face or video interview with the Cloud Support Team Lead and other key stakeholders. This interview will focus on your leadership skills, career aspirations, and cultural fit within the team.

Portfolio Review Tips:

Highlight your experience with incident management, problem management, and change management in cloud environments.
Include case studies or examples of successful cloud support projects, demonstrating your ability to improve service delivery and performance.
Showcase your experience with automation tools and Infrastructure as Code (IAC) technologies by including relevant projects or case studies.
Emphasize your understanding of ITIL processes and service management best practices.

Technical Challenge Preparation:

Brush up on your incident management, problem management, and change management skills, focusing on cloud infrastructure and services.
Familiarize yourself with PwC's ITIL-aligned processes and service management best practices.
Prepare for hands-on technical assessments by practicing incident resolution, root cause analysis, and long-term solution development.

ATS Keywords: [Comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: PwC's structured interview process and technical assessment provide web development and server administration professionals with a clear understanding of the company's expectations and requirements for the Cloud Support Engineer Manager role.

🛠 Technology Stack & Web Infrastructure

Cloud Platforms & Services:

Amazon Web Services (AWS)
Google Cloud Platform (GCP)
Microsoft Azure

Infrastructure as Code (IAC) Tools:

Terraform
Ansible
Puppet
Chef

Monitoring & Logging Tools:

Prometheus
Grafana
ELK Stack (Elasticsearch, Logstash, Kibana)
Datadog
New Relic

Configuration Management Tools:

Ansible Tower
Puppet Enterprise
Chef Automate

IT Service Management (ITIL) Tools:

Jira Service Management (JSM)
ServiceNow
BMC Remedy
HP Service Manager (HPSM)

📝 Enhancement Note: PwC's extensive technology stack and web infrastructure provide web development and server administration professionals with ample opportunities to gain experience with cutting-edge tools and platforms.

👥 Team Culture & Values

Cloud Support Team Values:

Client Focus: Prioritize client needs and ensure service level agreements (SLAs) are met or exceeded.
Collaboration: Work closely with internal teams and clients to deliver advanced cloud services and improve service delivery.
Continuous Improvement: Identify opportunities for improving service delivery and performance, using metrics and reporting to drive continuous improvement.
Accountability: Take ownership of incident and problem resolution, ensuring minimal downtime and maximal system stability.
Knowledge Sharing: Encourage knowledge sharing and skill development within the cloud support team and across internal teams.

Collaboration Style:

Cross-Functional Collaboration: Work closely with internal teams, such as cloud architecture, cloud engineering, and cloud security, to ensure seamless service delivery.
Peer-to-Peer Learning: Encourage knowledge sharing and skill development within the cloud support team through mentoring, coaching, and regular team meetings.
Client Interaction: Collaborate with clients to understand their needs, manage service requests, and ensure service level agreements (SLAs) are met or exceeded.

📝 Enhancement Note: PwC's cloud support team values and collaboration style foster a culture of continuous improvement, knowledge sharing, and client focus, providing web development and server administration professionals with an ideal environment for career growth and skill development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: Handle escalated incidents related to cloud services, ensuring timely resolution in line with SLAs, and lead root cause analysis for critical incidents.
Problem Management: Identify recurring incidents and potential problems within cloud environments, conduct in-depth root cause analysis, and develop long-term solutions to enhance system stability and reduce downtime.
Change Management: Evaluate, plan, and execute changes within client environments following ITIL-aligned change management processes, ensuring minimal disruption to operations while implementing updates, patches, and new features.
Service Request Management: Manage and fulfill L2/L3 service requests from clients, such as provisioning, configuration changes, and resource scaling, while adhering to approved change control processes.
Capacity Management: Monitor the capacity and availability of client environments to ensure they are optimized and capable of handling current and future workloads.

Learning & Development Opportunities:

Cloud Architecture & Engineering: Transition into a cloud architecture or cloud engineering role, focusing on designing and implementing cloud infrastructure and services.
Cloud Security: Specialize in cloud security, ensuring the confidentiality, integrity, and availability of cloud environments.
Cloud Operations & DevOps: Move into a cloud operations or DevOps role, focusing on continuous integration, continuous deployment, and infrastructure as code (IAC).
Team Leadership & Management: Progress into a team leadership or management role, overseeing cloud support teams and driving operational excellence.
ITIL Certification: Pursue advanced ITIL certifications to deepen your understanding of IT service management best practices and enhance your career prospects within the cloud support team.

📝 Enhancement Note: PwC's technical challenges and learning & development opportunities provide web development and server administration professionals with a clear path for career progression and skill development within the cloud support team.

💡 Interview Preparation

Technical Questions:

Incident Management: Describe your experience handling escalated incidents related to cloud services. Walk us through a specific incident, your approach to resolution, and the outcome.
Problem Management: Discuss a recurring incident or potential problem you've identified within a cloud environment. Explain your root cause analysis process and the long-term solution you implemented to enhance system stability and reduce downtime.
Change Management: Share an example of a successful change management process you've led within a client environment. Describe the change, the ITIL-aligned process you followed, and the outcome.
Service Request Management: Describe your experience managing L2/L3 service requests from clients. Walk us through a specific service request, your approach to fulfillment, and the outcome.
Capacity Management: Explain your process for monitoring the capacity and availability of client environments. Describe a situation where you optimized a client environment to handle increased workloads or improved its availability.

Company & Culture Questions:

Team Dynamics: How do you foster a collaborative and inclusive team environment, particularly when working with diverse internal teams and clients?
Client Focus: Describe your approach to understanding client needs and ensuring service level agreements (SLAs) are met or exceeded. Provide an example from a previous role.
Continuous Improvement: How do you identify opportunities for improving service delivery and performance? Walk us through a specific example from a previous role.

Portfolio Presentation Strategy:

Incident Management: Highlight your experience with incident management by including case studies or examples of successful incident resolution and root cause analysis.
Problem Management: Showcase your problem management skills by demonstrating your ability to identify recurring incidents, conduct root cause analysis, and develop long-term solutions.
Change Management: Emphasize your change management experience by including examples of successful change implementation within client environments.
Service Request Management: Demonstrate your service request management skills by presenting case studies or examples of successful service fulfillment and client satisfaction.

📝 Enhancement Note: PwC's interview questions and portfolio presentation strategy provide web development and server administration professionals with a clear understanding of the company's expectations and requirements for the Cloud Support Engineer Manager role.

📌 Application Steps

To apply for this Cloud Support Engineer Manager position at PwC:

Tailor Your Resume: Highlight your relevant experience, skills, and qualifications, focusing on incident management, problem management, and change management in cloud environments.
Prepare for Technical Assessment: Brush up on your incident management, problem management, and change management skills, focusing on cloud infrastructure and services. Familiarize yourself with PwC's ITIL-aligned processes and service management best practices.
Research the Company: Understand PwC's global presence, industry focus, and cloud support team structure. Prepare for company-specific questions and cultural fit assessment.
Prepare for Final Interview: Reflect on your leadership skills, career aspirations, and cultural fit within the cloud support team. Prepare for questions related to team dynamics, client focus, and continuous improvement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with PwC's HR team before making application decisions.

ETIC, OCI Technical Support Engineer - Manager