Technical Service Delivery Professional - Cloud - Cairo

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interactionOur vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitabilityAt Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.The Technical Service Delivery Senior Specialist – Cloud is an experienced individual contributor responsible for executing and handling cloud service delivery across client environments. Working primarily within Microsoft Azure, AWS, and hybrid platforms, this role applies solid technical knowledge and practical judgment to ensure cloud services are delivered reliably, securely, and in line with contracted SLAs. The Senior Specialist handles complex operational tasks with meaningful independence, engages clients professionally on technical matters, and contributes to service improvements based on accumulated experience — without taking on a leadership, architecture, or team management mandate.Key Responsibilities:• Service Delivery Execution• Execute and monitor daily cloud service delivery activities across assigned client environments, covering Azure, AWS, and hybrid platforms within defined operational scope.• Ensure consistent delivery of cloud services across compute, storage, networking, identity, and platform layers in line with contracted SLA requirements.• Track cloud resource health, availability zone status, and service quotas; identify and report deviations from agreed uptime and performance targets.• Coordinate with cloud engineering and support teams for escalations related to resource degradation, misconfiguration, or service disruption, following escalation procedures.• Maintain accurate service records, operational logs, and delivery documentation in compliance with client and organizational standards.• Perform periodic reviews of cloud configuration baselines, access policies, and resource tagging to confirm alignment with established governance standards.• Operations Management• Monitor cloud dashboards, alerting tools, and health indicators across managed environments; respond to alerts within defined response windows.• Support cloud cost governance by conducting utilization reviews, preparing right-sizing recommendations, tracking reserved instance coverage, and responding to budget alerts.• Coordinate and execute routine operational tasks including patch management, backup validation, snapshot schedules, and certificate renewals for cloud-hosted workloads.• Identify and escalate performance degradation, cost anomalies, or capacity concerns to the Service Delivery Lead with relevant supporting data.• Support cloud security posture activities by reviewing compliance scores in Defender for Cloud and AWS Security Hub and actioning assigned remediation items within scope.• Client Coordination• Act as a technical point of contact for assigned clients on day-to-day cloud service matters, ensuring timely and professional communication.• Participate in service review meetings, presenting cloud performance metrics, incident summaries, cost data, and operational updates in a clear and structured manner.• Conduct technical discussions and assessments with clients to understand their cloud environment requirements and ensure delivery activities remain aligned to business needs.• Evaluate and process minor cloud change requests — such as scaling adjustments, firewall rule updates, and IAM policy changes — within defined approval thresholds.• Support client onboarding activities including environment readiness checks, access provisioning, monitoring configuration, and platform baseline validation.• Gather client feedback and communicate service adjustments that improve cloud reliability and the overall operational experience.• Process Compliance & Quality• Follow ITIL-based operational processes for incident, request, and change management across all cloud delivery activities.• Ensure compliance with cloud security frameworks, data residency requirements, and client-specific governance policies in day-to-day operations.• Maintain and update cloud runbooks, SOPs, and operational checklists for recurring tasks, keeping documentation current and accurate.• Identify inefficiencies in delivery workflows and raise improvement suggestions — including potential automation or tooling opportunities — through appropriate channels.• Performance Tracking & Reporting• Maintain delivery and performance reports for cloud environments, covering availability metrics, incident counts, and SLA adherence.• Track trends in cloud resource utilization, ticket volumes, and security posture data to surface areas for operational improvement.• Prepare cloud service KPI summaries and contribute content to monthly and quarterly service review reports.• Contribute to root cause analysis (RCA) for cloud incidents and support development of preventive action items based on findings.• Monitor client satisfaction indicators and flag service quality gaps to the Service Delivery Lead for corrective action.• Collaboration & Continuous Improvement• Work with cloud engineering teams, vendor technical account managers, and partner teams to maintain consistency in service quality and platform standards.• Participate in knowledge-sharing sessions and contribute to internal cloud delivery documentation and best practice materials.• Take part in lessons-learned reviews following incident closures, migrations, or delivery milestones and apply findings to future delivery activities.RequirementsQualifications• Education: Bachelor's degree in computer science, Information Technology, or a related field.• Experience: 3–5 years of experience in IT service delivery, with solid hands-on exposure to cloud operations across Microsoft Azure, AWS, and hybrid environments.• Proven day-to-day operational experience managing cloud environments in enterprise service delivery settings with exposure to operational governance.• Good working knowledge of Microsoft Active Directory, SSO/Federation, and Microsoft Entra ID (Azure AD) including configuration, administration, and operational support.• Familiarity with Active Directory security practices including identity hardening, health checks, backup, and directory protection.• Practical experience supporting on-premises, hybrid, and cloud-integrated Microsoft infrastructure environments.• Working knowledge of Microsoft Exchange Server (2013–2019 and SE) including mail flow, Exchange Online, hybrid identity, client connectivity, and load balancing.• Good knowledge of Microsoft server technologies including ADFS, RMS, WSUS, WDS, Certificate Services, and IIS.• Good knowledge of virtualization platforms including Microsoft Hyper-V and VMware.• Familiarity with SQL Server administration and Azure SQL Managed Instance in operational and support contexts.• Solid understanding of client/server architecture, core networking, and Internet technology fundamentals.• Good working knowledge of Azure architecture best practices based on the Azure Well-Architected Framework pillars.• Practical experience with cloud service models including SaaS, IaaS, and PaaS in managed service or enterprise delivery contexts.• Familiarity with migration and modernization scenarios across on-premises, hybrid, and cloud environments.• Hands-on experience with backup and recovery solutions including Veeam, Commvault, and Azure Backup.• Working experience with Azure Site Recovery (ASR) including replication tasks, failover support, and DR validation activities.• Practical experience with Microsoft Defender for Cloud including security monitoring, compliance review, and basic posture management tasks.