Senior Cloud Operations Platform Support Engineer

PCCW GLOBAL Limited; Pasig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

PCCW Global is seeking a Senior Cloud Operations Platform Support Engineer to join our Technology team in Pasig, Philippines. You will focus on cloud hosted infrastructure, supporting internal software development and engineering teams, and driving operational excellence for GCP environments.

The role balances strategic guidance with hands-on BAU responsibilities, including incident response, automation initiatives, and collaboration with cross-functional teams to ensure secure, reliable, and

Qualifications

• Significant experience in cloud operations and platform engineering.
• Strong experience with GCP.
• Knowledge of ITSM and incident management.
• Experience supporting development teams and CI/CD.

Responsibilities

• Provide senior level guidance on configuration, security, networking, IAM and practices.
• Own operational health and performance of cloud environments.
• Lead investigations of complex issues.
• Automate processes to reduce manual intervention.
• Drive cloud cost management and governance.
• Support BAU helpdesk and service requests.
• Collaborate with architects and developers to ensure operability.
• Mentor engineers and define cloud operational strategy.

Skills

GCP administration

Cloud networking

Incident management

DevOps / CI/CD

Automation scripting

Stakeholder communication

Tools

Terraform

Kubernetes

Jenkins

Job description

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.

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

• 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.