Azure Support Engineer; L3​/L4

Job Responsibilities

• Monitor, manage, and maintain day-to-day operations of Azure environments, ensuring high availability and performance.
• Respond to alerts, incidents, and service requests in a 24x7 support environment, including participation in on-call rotations.
• Troubleshoot and resolve complex Azure infrastructure and platform issues across IaaS and PaaS services.
• Act as an escalation point for Priority 1 / critical incidents, driving end-to-end resolution with urgency.
• Perform root cause analysis (RCA) for major incidents and document findings for continuous improvement.
• Collaborate with Microsoft support and third-party vendors to resolve complex platform issues.

• Develop and maintain automation scripts for routine operational tasks, deployments, and remediation activities.
• Identify opportunities for continuous improvement, cost optimization, and operational efficiency across client environments.

• Define and enforce Azure Policy, RBAC, and tagging standards to support governance, compliance, and chargeback/showback models.
• Provide recommendations and support for improving security posture, including Defender for Cloud and best practices.

• Provide technical guidance to clients and internal teams on:
  • Architecture best practices
  • Cost optimization strategies
  • Platform reliability improvements
• Maintain clear communication during incidents, including regular updates and post-incident summaries.

• Create and maintain technical documentation, runbooks, and knowledge base articles.
• Deliver mentorship sessions and knowledge sharing within the team on Azure services, security, and governance.

• Experience working in multi-tenant MSP environments, handling multiple customer subscriptions simultaneously.
• Strong ability to prioritize competing incidents and workloads under pressure.
• Experience with Dev Ops practices, CI/CD pipelines, or Git-based workflows (nice to have).
• Familiarity with compliance frameworks (ISO, SOC, NIST) and their implementation in Azure.
• Strong customer-facing communication skills, especially in escalations and executive updates.
• Ability to own issues end-to-end, from triage through resolution and post-incident improvement.

• Microsoft Certified:
  Azure Solutions Architect Expert (AZ-305) – optional
• Azure Security Engineer (AZ-500)
• ITIL Foundation (v4)

• 10 years of total experience and more than 5 years of experience in technical support, cloud operations, or infrastructure management, preferably within Managed Services (MSP) environments supporting multiple client tenants at scale.
• Strong hands‑on experience with Azure IaaS, including design considerations for high availability, scalability, and security.
• Proficiency with automation and scripting tools.
• Solid understanding of ITIL processes (Incident, Problem, Change Management) and experience working in SLA‑driven environments with ticketing systems.
• Experience with monitoring and observability tools.
• Strong knowledge of hybrid cloud and on‑prem integration.
• Hands‑on experience with Windows, including troubleshooting OS‑level issues in cloud environments.
• Experience with virtualization and on‑prem technologies.
• Strong understanding of Azure cost management and optimization strategies, including:
• Familiarity with Azure billing constructs and support models.
• Optional Experience using 3rd‑party tools such as:
• Networking: VNets, NSGs, VPN Gateway, Express Route, Load Balancers
• Data:
  Storage Accounts
• Power Shell
• ARM / Bicep templates (infrastructure as code)
• Exposure to Terraform (good to have)
• Azure Policy and governance controls - Optional
• Windows Server, Hyper‑V
• Storage Spaces Direct (S2D) - Optional
• Reserved Instances (RIs), Savings Plans – Must have
• Right‑sizing and auto‑scaling recommendations – good to know
• CSP, EA, MCA subscriptions optional
• Subscription design, consolidation, and migration strategies - optional
• Cloud Health (VMware Tanzu) for cost optimization
• Logic Monitor (or similar) for infrastructure monitoring

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