Business Support Engineer at Cecure Intelligence Limited

Role Summary

• The Business Support Engineer (BSE) II serves as a critical escalation point and quality guardian within CIL’s support ecosystem. Operating across diverse arms—including Cloud Platform Operations (CPO), Security Operations (SOC/CSO), and Application Support—this role balances active Service Delivery with strategic Service Design and Assurance. Beyond resolving complex Level 2 technical incidents, the Business Support Engineer II is responsible for maintaining Service Handbooks (Runbooks), driving Service Improvement Plans (SIP), and actively contributing to the CIL Academy through the mentoring of interns and junior staff.

Key Responsibilities

Service Delivery & Incident Management (Level 2)

• Incident Resolution: Handle complex technical escalations from Level 1 support regarding cloud infrastructure, application errors, or security alerts (MDR/SOC).
• Root Cause Analysis: Perform deep-dive troubleshooting to identify the root cause of recurring incidents, ensuring permanent fixes rather than temporary workarounds.
• Specialized Support: Provide targeted support for specific operational arms, such as executing vulnerability scans (CSO), managing firewall rules, or debugging application logs.

Service Design, Assurance & Documentation

• Service Design: Collaborate with the Technical Presales and Engineering teams to assist in designing support models for new client deployments.
• Service Assurance: Monitor service performance against defined SLAs/OLAs, conducting regular health checks to ensure high availability and reliability.
• Service Handbooks (Runbooks): Create, update, and maintain detailed Service Handbooks and Standard Operating Procedures (SOPs) to ensure knowledge is captured and processes are repeatable.

Continuous Improvement (SIP)

• Service Improvement Plans (SIP): Proactively identify bottlenecks or inefficiencies in support workflows and propose actionable improvement plans.
• Automation: Work with the engineering team to automate repetitive maintenance tasks, reducing manual effort and human error.

Education

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a closely related technical field.
• Relevant industry certifications are highly desirable, particularly in areas related to Cloud Platforms
• Must have completed NYSC