Toku

• Design, build and evolve robust backend services and APIs that power Toku's cloud communications platform. • Design and develop scalable distributed systems and microservices. • Build and evolve event-driven systems using technologies such as Kafka or RabbitMQ. • Develop backend integrations connecting Toku's platform with external communication providers. • Develop and operate backend services on AWS using modern cloud-native engineering principles. • Contribute to technical direction and improve architecture of backend systems. • Own backend systems in production, including monitoring and continuous operational improvement.

• Own the day-to-day operation, health, availability and continuous improvement of Toku's production MySQL databases running on AWS RDS • Take ownership of production incidents, perform troubleshooting and root cause analysis, restore service quickly • Identify repetitive operational work, evaluate where automation delivers the greatest value, and build scalable workflows and tooling • Improve how database changes, production data fixes and operational requests are managed • Partner closely with software engineers to understand application behaviour, investigate production issues, interpret logs • Monitor and optimise database performance through query tuning, indexing strategies, capacity planning and proactive performance analysis • Manage and continuously improve AWS database services, focusing on Amazon RDS • Utilise monitoring platforms to identify trends, troubleshoot production issues • Apply secure database practices, support audit readiness, and improve operational governance • Support and continuously improve high availability and disaster recovery capabilities • Participate in a shared on-call rotation, responding to production incidents outside normal business hours

• Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions. • Perform initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors. • Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related. • Manage and respond to customer queries via asynchronous channels (e.g. Zendesk), ensuring timely, clear, and professional communication. • Investigate issues using logs, browser console, and system behaviour for Toku’s browser-based products. • Provide clear and timely updates to customers on issue status, maintenance activities, and system changes. • Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed. • Work closely with internal teams (engineering, infra, database) and external partners to resolve issues efficiently. • Maintain accurate records of customer interactions, incidents, and resolutions within ticketing systems. • Perform proactive and reactive testing of services, including validation of deployments and system changes. • Assist with basic configuration tasks such as interconnection setup and route adjustments as required.

• Design, build, and maintain robust backend services and APIs • Develop and evolve backend integrations • Build and maintain scalable event-driven backend systems • Independently design microservices • Develop and operate backend services on AWS • Own backend systems in production • Contribute to the ongoing evolution of backend services • Design and work with SQL-based data models • Write clean, maintainable, and well-documented backend code • Take initiative and drive backend problems through to solutions

• Manage a portfolio of enterprise accounts post-sale • Lead onboarding and early-stage engagement • Own the customer relationship throughout the lifecycle • Contribute to customer success planning by helping define customer goals • Monitor account health qualitatively • Work closely with Service Level Management (SLM), Support, Product, and Engineering • Remain close to customer issues and communication during incidents • Track customer activity, actions, risks, and next steps across multiple accounts • Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices

• Design, build, and implement AWS-based infrastructure solutions aligned with application and business requirements, selecting appropriate services and configurations to deliver scalable and reliable systems • Work closely with engineering teams to understand requirements and translate them into effective AWS service designs, shifting the current model from reactive execution to proactive solution ownership • Implement and standardise infrastructure using Terraform, ensuring consistency across environments (dev, UAT, production) and reducing manual configuration errors • Evaluate and introduce AWS services (e.g. CloudFront, managed services, event-driven architectures) to improve system performance, scalability, and operational efficiency • Design and implement auto-scaling strategies, redundancy, and high-availability setups to improve system resilience and performance • Establish best practices to ensure infrastructure consistency across environments, eliminating deployment gaps between development, testing, and production • Support troubleshooting of infrastructure issues, identify root causes, and implement improvements to prevent recurrence • Provide infrastructure support aligned with global teams, including collaboration with teams operating in the Netherlands time zone when required • Mentor and guide existing team members, raising overall AWS knowledge and helping establish stronger internal standards and practices • Create and maintain infrastructure documentation and contribute to improving operational processes and workflows.

• Monitor, investigate, and respond to security events, alerts, threats, and incidents across systems, networks, cloud infrastructure, and endpoints. • Implement and maintain practical security controls across infrastructure, access, firewall, endpoint, cloud, and system environments. • Support security incident response activities, including investigation, containment, root cause analysis, and follow-up remediation. • Identify, assess, prioritise, and help remediate vulnerabilities across operating systems, infrastructure, applications, and supporting services. • Support security hardening and best practices across AWS and hybrid infrastructure environments. • Help manage and improve access control, password controls, account security, permissions, and related operational processes. • Review firewall rules, network access, and infrastructure security configurations to ensure appropriate protection and best practice alignment. • Support the use, improvement, or implementation of security monitoring tools, including Security Information and Event Management (SIEM) solutions where relevant. • Conduct or support vulnerability assessments, risk assessments, security control testing, and remediation tracking. • Liaise with external vendors, penetration testers, or security auditors where needed, and help close security findings. • Create and improve security procedures, runbooks, and operational practices that help meet Toku’s internal security requirements. • Work closely with infrastructure, engineering, compliance, and business teams to implement practical security improvements.

• Act as the primary point of contact for enterprise customers, building trust through clear communication, structured updates, and proactive engagement with both operational and technical stakeholders. • Own the monitoring, tracking, and reporting of SLAs and service metrics, ensuring issues are prioritised appropriately and escalations are managed effectively across internal teams. • Monitor and manage support tickets and escalations across Technology, Operations, Support, and Customer Experience teams, ensuring progress, accountability, and timely resolution without owning hands-on fixes. • Lead regular customer service reviews, steering committees, and incident/problem reviews, producing and presenting clear monthly service reports for both clients and internal stakeholders. • Perform trend and root-cause analysis on incidents and recurring issues, proposing corrective and preventive actions to improve overall service quality and reliability. • Operate within established ITIL-based processes for incident, problem, change, and release management, driving incremental improvements rather than redesigning frameworks. • Maintain and update service management documentation and ensure knowledge base materials remain accurate, relevant, and aligned with current service operations. • Work closely with support, engineering, product, and regional teams across multiple time zones, influencing outcomes without direct authority. • This is a remote role to be based in Cairo, Egypt. It requires visits to client offices in Cairo on an occasional basis (typically weekly or bi-weekly as needed) to support relationship management and service reviews.