Senior Cloud Operations Platform Support Engineer

PCCW Global is a leading international communications service provider, delivering state-of-the-art mobility, voice, and data solutions to multinational enterprises, telecommunications partners, and cloud/application service providers. With an extensive network spanning over 3,000 cities in 160+ countries across 5 continents, our global reach, combined with localized expertise, ensures best-in-class connections across Africa, the Americas, Asia Pacific, Europe, and the Middle East.

Our network portfolio includes integrated communications services, such as connectivity and applications, all tailored, integrated, and orchestrated by the Console Connect platform.
Console Connect is a Software Defined Interconnection® platform that enables users to self-provision private, high-performance connections within a global ecosystem of enterprises, networks, clouds, SaaS,
IoT, and application providers. Accessible from 800+ data centers in 50+ countries, the platform is integrated with major hyperscale cloud providers, including AWS, Google Cloud, IBM Cloud, Microsoft Azure, Oracle and Alibaba Cloud. Users can access a wide array of native and third-party solutions via the Console Connect portal or API.

We are looking for a Senior Cloud Operations Platform Support Engineer to join our Technology team, with a primary focus on cloud hosted infrastructure and supporting the wider corporate application estate.

The role will primarily support our internal software development and engineering teams, providing senior-level technical expertise to help them build, deploy, operate and troubleshoot applications and services running on GCP.

The role will also provide operational support across the wider enterprise, supporting corporate applications, business users and shared technology services.

This is a senior hands-on operational role combining structured delivery through a Scaled Agile Framework (SAFe) environment with day-to-day Business as Usual (BAU) responsibilities. You will balance planned engineering and platform improvement work with ad-hoc incidents, service requests and technical queries received through the helpdesk queue.

The role requires someone who can operate effectively at both the strategic and technical level, providing guidance to development teams, resolving complex technical problems, driving automation and continuous improvement, and ensuring that cloud and corporate services remain secure, reliable and operationally effective. 

Key Responsibilities

Cloud Operations & Development Team Support

• Provide expert guidance on configuration, security, networking, IAM and operational practices.
• Lead the investigation and resolution of complex application, infrastructure, networking, IAM and deployment issues.
• Provide technical input into solution designs, architecture decisions and technology roadmaps.
• Provide day-to-day operational and technical support to internal software development and engineering teams using our cloud hosted infrastructure.
• Support development teams with the provisioning, configuration and operation of cloud hosted services and environments.
• Troubleshoot application, infrastructure, networking, IAM and deployment issues across development, test and production environments.
• Support developers with cloud access, permissions, service configuration and operational tooling.
• Support CI/CD pipelines, deployment processes and environment management.
• Monitor cloud services, applications and infrastructure and respond to alerts and operational issues.
• Assist with the implementation of automation and infrastructure-as-code.
• Help identify and resolve recurring technical issues, improving platform reliability and developer experience.
• Contribute to the development and maintenance of standard cloud patterns, reusable configurations and technical documentation.
• Work closely with system architects, quality engineers and developers to ensure solutions are operationally supportable.

Cloud Platform Operations

• Take ownership of the operational health, reliability and performance of cloud environments across production and non-production environments.
• Support core cloud services including compute, networking, IAM, storage, monitoring and logging.
• Support cloud security, access controls and operational governance.
• Lead the resolution of complex cloud infrastructure incidents and recurring operational problems.
• Identify opportunities to automate operational processes and reduce manual intervention.
• Drive cloud cost management, optimisation and resource governance.

Corporate Applications & Enterprise Support

• Provide technical leadership corporate applications and SaaS platforms used across the wider enterprise.
• Manage user accounts, groups, permissions, licences and access.
• Support integrations between Google Workspace, GCP and other corporate applications and cloud providers.
• Troubleshoot issues raised by business users and enterprise technology teams.
• Work with vendors and third-party support teams to resolve application issues.
• Assist with application onboarding, configuration changes, upgrades and service improvements.

BAU & Helpdesk Operations

• Maintain an active role in the BAU helpdesk and service request process, while operating at an appropriate senior escalation level.
• Establish and promote effective operational practices across the team.
• Support both development teams and wider enterprise users, prioritising issues according to business impact and urgency.
• Diagnose and resolve technical issues efficiently, escalating where appropriate.
• Balance reactive BAU activity with planned engineering disaster recovery drills and Agile delivery commitments.
• Ensure that recurring BAU issues are converted into engineering improvements wherever appropriate.
• Create and maintain knowledgebase articles and support documentation.
• Ensure operational tasks and tickets are accurately documented and progressed through to resolution.

Agile & SAFe Delivery

• Work as part of a shared service team operating within a Scaled Agile Framework (SAFe) environment.
• Participate in Agile ceremonies including planning, refinement, daily stand-ups, reviews and retrospectives.
• Contribute to the planning and delivery of technical features, enablers and platform improvements.
• Collaborate with Technical Product Owners, Technical Scrum Masters, System Architects, developers, information security teams and other stakeholders.
• Support development teams in delivering cloud-based solutions through the full application lifecycle.
• Balance planned sprint/PI objectives with unplanned operational priorities and BAU demands.
• Contribute to continuous improvement of team processes, tooling and operational practices.

Technical Leadership

As a senior member of the team, you will be expected to provide technical leadership beyond your own individual workload.

This includes:

• Setting technical standards and promoting engineering best practice.
• Providing mentoring and knowledge sharing to other engineers.
• Reviewing technical solutions and recommending appropriate approaches.
• Challenging designs and processes where they create unnecessary operational risk or complexity.
• Driving automation and elimination of repetitive manual activities.
• Leading technical investigations and complex problem resolution.
• Representing the Cloud Operations Platform Support team in technical discussions and projects.
• Building strong relationships with development, architecture, security and enterprise technology teams.
• Helping to define and evolve the organisation's cloud operational strategy. 

Skills & Experience Essential

• Significant experience working in a cloud operations, infrastructure, platform engineering, DevOps or similar technical operations role.
• Strong practical experience administering and supporting Google Cloud Platform (GCP).
• Strong understanding of cloud networking, IAM, compute, storage, monitoring and logging.
• Proven experience supporting software development or engineering teams.
• Proven experience troubleshooting production systems and resolving technical incidents.
• Familiarity with IT service management practices, including incident, request, problem and change management.
• Experience working with ticketing/helpdesk systems and managing competing priorities.
• Experience working within an Agile delivery environment.
• Strong analytical and troubleshooting skills.
• Good written and verbal communication skills.
• Ability to work independently while collaborating effectively with development teams, technology teams and business users.
• Experience with automation and scripting.
• Experience supporting CI/CD pipelines and DevOps practices.

Desirable

• Experience with Google Workspace administration or similar enterprise SaaS platforms.
• Experience with infrastructure as code, particularly Terraform.
• Experience with Google Cloud monitoring, logging and alerting.
• Familiarity with identity and access management, SSO and directory services.
• Experience supporting enterprise SaaS applications and integrations.
• Knowledge of security and compliance considerations within cloud environments.
• Experience working within SAFe or another scaled Agile framework.
• Relevant GCP certifications such as Associate Cloud Engineer or Professional Cloud DevOps Engineer.