Managed Services Engineer (Mid)

We are seeking a mid-level Managed Services Engineer to independently manage ongoing support, monitoring, and continuous improvement for client systems after deployment. This role embodies Sarmaya’s dedication to fostering long-term operational partnerships rather than simply delivering projects and exiting. The ideal candidate will take full ownership of client system health, ensuring stability and driving enhancements that prevent recurring issues.

Key Responsibilities
- Own the resolution of escalated technical issues across various client systems, ensuring timely and effective solutions.
- Monitor system health continuously, proactively identifying and addressing potential problems before they impact operations.
- Lead continuous improvement initiatives by analyzing recurring patterns and implementing strategic fixes.
- Maintain service level agreements (SLAs) and manage client communications throughout support engagements to ensure transparency and satisfaction.
- Collaborate closely with engineering teams to identify root causes and develop permanent fixes for recurring issues.
- Contribute to the creation and maintenance of a comprehensive knowledge base and documentation for common issues and resolutions.

Required Qualifications
- 2 to 4 years of experience in technical support or managed services roles, demonstrating a solid understanding of client system management.
- Strong troubleshooting skills with a focus on cloud and enterprise systems, capable of diagnosing complex technical problems.
- Proven experience managing SLAs and maintaining positive client relationships through effective communication and service delivery.
- Ability to recognize patterns in system issues and drive proactive solutions rather than providing only reactive support.

Preferred Qualifications
- Experience supporting ERP, cloud-based, or AI-driven systems is highly desirable.
- Familiarity with observability and monitoring tools to enhance system visibility and issue detection.

This role offers the opportunity to work in a dynamic environment where continuous improvement and client success are paramount. If you are passionate about delivering exceptional managed services and enjoy working collaboratively to solve complex technical challenges, this position could be an excellent fit.