Technical Services Delivery Engineer (Infrastructure/Cloud)

Summary of Role:

The Technical Services Delivery Engineer is responsible for bridging the gap between service delivery and hands-on engineering. As a strong technical professional, he/she is comfortable managing customer expectations, ensuring service performance, and performing deep technical troubleshooting and implementation. He/She will provide to the point of contact for service delivery to customer, while also contributing as an engineer to maintain, improve, and optimize systems.

Responsibilities

Own and manage end-to-end service delivery for assigned customers or systems.

Ensure adherence to SLAs, KPIs, and service quality standards.

Act as the primary escalation point for technical incidents and issues.

Provide regular service reports, reviews, and recommendations.

Coordinate with cross-functional teams to resolve issues and improve service performance.

Perform hands-on troubleshooting across infrastructure, applications, or platforms.

Design, implement, and maintain technical solutions and system improvements.

Support deployments, upgrades, patches, and configurations.

Identify and drive automation and continuous improvement initiatives.

Participate in root cause analysis (RCA) and implement preventive measures.

Build strong relationships with internal and external stakeholders.

Translate business requirements into technical solutions.

Provide technical advisory and guidance to customers.

Communicate complex technical issues in a clear, non-technical manner.

Identify gaps in service delivery and recommend process improvements.

Drive service optimization and cost efficiency initiatives.

Contribute to documentation, knowledge base, and best practices.

Requirements

Strong experience in one or more of following areas: Cloud platforms (Azure/AWS/GCP); Infrastructure (Windows/Linux Servers, Networking); DevOps tools (CI/CD, Automation, Scripting); and Enterprise Applications or Platforms.

Experience with monitoring, incident management, and troubleshooting tools.

Experience managing SLAs, incidents, problem, and change management.

Experience in customer-facing roles.

Experience in managed services or enterprise IT operations.

Proven ability to manage production environments and critical systems.

Qualifications in ITIL Certification, and Cloud Certifications (Azure, AWS, GCP) is preferred.

Experience in Scripting/Automation (e.g., PowerShell, Python, Bash) is a plus.

Strong communication and stakeholder management skills.

Ability to balance customer needs with technical constraints.

Problem-solving mindset with ownership and accountability.

Ability to work in a fast-paced, dynamic environment.