Snr Cloud /Virtualisation Engineer (Public cloud AZURE AWS GOOGLE)

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Perform all Service Operations activities according to standards and procedures maximizing customer satisfaction by the delivery of first class support activities. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.


  • Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
  • Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
  • When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
  • Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
  • Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside our client's org according to the customer contracts SLAs and monitoring requirements
  • To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
  • Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems
  • Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
  • Report and escalate to the next level those problems which cannot be fixed
  • Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
  • Perform Change Management Configurations Design and Implementation of the supported Product & Systems
  • Manage local suppliers in the provision of services for the our client's Service Operations centers and report on services provided to management.
  • Conducts the analysis definition documentation and testing of application & systems enhancements
  • Continuously identify and document lessons learnt known errors and operational knowledge for improved services
  • When/where required be contactable for escalations and support on and on-call standby basis
  • When/where required perform assigned tasks on 24 x 7 shifts basis.


  • Minimum 5 8 years of experience in the Infrastructure/system support domain. Must have dealt directly with external customers delivering to SLAs.
  • Minimum 3 5 years of experience in Server Management and Support
  • Minimum 2 – 5 years of experience as a Cloud/Virtualization administrator
  • Experience of working in the Airport / Airline industry is a plus


Knowledge and understanding in one or several of the following domains:

  • Network protocols and services System and Applications
  • Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
  • Ability and motivation to work in a team and in rotating shifts
  • Installation and configuration of end user applications and software.
  • Ability to analyze draw conclusions and create solutions to customer's complex problems
  • Knowledge and ability to solve complex issues in Servers and Virtualization
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Knowledge and ability to install configure and maintain operating system software including Windows/Linux/Unix.
  • Good knowledge and working experience in MS Azure, AWS or Google Cloud Infrastructure
  • Expertise in SQL queries and database technologies, in particular MS SQL Server and/or Oracle Database experience is highly desirable
  • Ability to trouble-shoot complex database problems
  • Good knowledge on MQ Administration including but not limited to, MS MQ/WMQ/RabbitMQ infrastructure Components, Distributed Queuing / Client Connectivity
  • Ability to troubleshoot LAN topologies based on TCP/IP
  • Product and Service knowledge in several of the following areas at intermediary and advanced levels:
  • Airport Services
  • Customer specific services and solutions (for dedicated support)
  • Knowledge of ITIL IT and network components and principles
  • Demonstrated maturity in handling complex customer issues and demanding customers
  • Ability to organize the activity of a team and to take ownership of issues until resolution


  • Applications Support
  • Info Gathering & Processing
  • Product/Solution Knowledge
  • Results Orientation
  • Service Infrastructure /Platforms
  • Service Management Process
  • Technical Communication


  • Adhering to Principles & Values
  • Communication
  • Creating & Innovating
  • Customer Focus
  • Impact & Influence
  • Leading Execution
  • Teamwork


  • Diploma / Degree in Computer Science, Electronic Engineering or equivalent in-country qualification.
  • Applicable vendor / technology intermediate level certification or equivalent work experience in particular: MCSE, MCTS, RHCE, RHCSA, Linux/Oracle DB/ MS-SQL Server /AIX Specialist
  • ITIL Foundation Certificate
  • Citrix/vmware/Cloud certifications