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Team Tagline
About the role
Cecure Intelligence Limited is a technology consulting practice that helps innovators build digital products using a guaranteed engagement model. They work with individuals and organisations to build and validate digital ideas. The Business Support Engineer will handle Level 2 technical escalations, troubleshoot complex incidents, support cloud and security operations, and maintain reliable service delivery across client environments.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Resolve complex Level 2 escalations involving cloud infrastructure, application issues, and security alerts.
- Conduct root cause analysis to identify recurring issues and implement sustainable solutions.
- Support operational activities such as vulnerability scanning, firewall configuration, and application log analysis.
- Ensure incidents are managed, documented, and resolved within agreed service timelines.
- Collaborate with Engineering and Technical Presales teams to support the design of service models for new client deployments.
- Monitor service performance against defined SLAs and OLAs.
- Conduct routine service health checks to support system availability, reliability, and performance.
- Identify service gaps and contribute to Service Improvement Plans (SIPs).
- Create, review, and maintain service handbooks, runbooks, and Standard Operating Procedures (SOPs).
- Ensure technical knowledge is properly documented to support consistent and repeatable service delivery.
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