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. SENIOR CLOUD OPERATIONS PLATFORM SUPPORT ENGINEER ROLE OVERVIEW 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.
* Take ownership of the operational health, reliability and performance of cloud environments across production and non-production environments.
* Lead the investigation and resolution of complex application, infrastructure, networking, IAM and deployment issues.
* Identify opportunities to automate operational processes and reduce manual intervention.
* Drive cloud cost management, optimisation and resource governance.
* Monitor cloud services, applications and infrastructure and respond to alerts and operational issues.
* Help identify and resolve recurring technical issues, improving platform reliability and developer experience.
* Work closely with system architects, quality engineers and developers to ensure solutions are operationally supportable.
* Support cloud security, access controls and operational governance. 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. 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.
* Representing the Cloud Operations Platform Support team in technical discussions and projects.
* 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.
* 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. KEY ATTRIBUTES We are looking for someone who:
* Demonstrates senior-level technical judgement and takes ownership of complex problems.
* Is comfortable being the technical escalation point for development and enterprise teams.
* Has a strong customer and service mindset.
* Communicates clearly and confidently with both technical and non-technical stakeholders.
* Can influence without relying solely on formal authority.
* Enjoys mentoring others and sharing technical knowledge.
* Remains calm and structured when dealing with complex or high-impact incidents.
* Understands the importance of automation, documentation, resilience, security and operational governance.   WHAT SUCCESS LOOKS LIKE   Success in this role means providing senior technical leadership across cloud operations while enabling internal development teams and supporting the wider enterprise. You will help development teams make effective use of cloud platforms, provide expertise during complex technical problems, improve the reliability and scalability of the cloud platform, and ensure that corporate applications remain secure and operationally effective. You will also play an important role in turning operational experience into engineering improvements — identifying recurring incidents, technical debt and manual processes and driving them towards sustainable, automated solutions. The role will suit an engineer who enjoys both engineering and operational leadership — someone who can lead the resolution of a complex production incident, advise developers on the best way to deploy a workload to cloud platforms, contribute to a major platform initiative during a SAFe PI, and still understand and respond to the practical needs of the wider enterprise.