Infrastructure and Cloud Engineer

Our client, a leading BPO company based in Durban, is looking to fill the position of Infrastructure & Cloud Engineer.

The Infrastructure & Cloud Engineer is responsible for the design, implementation, and day-to-day management of the organisation’s hybrid IT infrastructure, including cloud platforms, networking, telephony, backup systems, and monitoring. Operating within a 600-seat BPO call centre environment, this role ensures high availability, performance, scalability, and security of all infrastructure services supporting 24/7 contact centre operations.

This is a hands‑on technical role with a strong focus on maintaining uptime, supporting business continuity, and enabling operational efficiency across the group.

Cloud Infrastructure & Platform Management:

• Design, deploy, and maintain cloud infrastructure across Azure, AWS, and/or GCC environments
• Manage virtual machines, storage accounts, networking, and cloud‑native services
• Monitor cloud resource utilisation, optimise costs, and ensure right sizing of instances
• Manage identity and access management (IAM) policies and role‑based access controls in cloud environments

Network Infrastructure & Security:

• Manage and maintain WAN/LAN/VPN infrastructure across all sites and remote locations
• Configure and manage enterprise firewalls, network segmentation, and intrusion detection/prevention systems
• Ensure secure network architecture supporting SOC2/ISO and PCI‑DSS compliance requirements
• Troubleshoot and resolve network performance issues affecting call quality and application performance
• Manage SD‑WAN and internet connectivity, liaising with ISP and telecom service providers

Telephony Infrastructure:

• Maintain and support telephony infrastructure including SIP trunking, VoIP systems, and IP PBX platforms
• Ensure telephony systems support high‑volume concurrent call capacity for 600+ agents
• Collaborate with Application & Service Desk teams on telephony configuration and quality issues
• Monitor call quality metrics (jitter, latency, packet loss) and implement improvements

Backup, Disaster Recovery & Business Continuity:

• Implement and manage backup solutions ensuring data integrity and compliance with retention policies
• Design and maintain disaster recovery plans, including regular DR testing and simulation exercises
• Ensure RPO and RTO targets are met for critical business systems
• Maintain documentation of all DR procedures and recovery runbooks

Monitoring, Logging & Incident Response:

• Implement and maintain monitoring and alerting solutions (e.g. Grafana, Prometheus, ELK Stack, Cloud Watch, Azure Monitor)
• Proactively identify and resolve infrastructure issues before they impact operations
• Participate in on‑call rotation for critical infrastructure incidents outside business hours
• Conduct root cause analysis for major incidents and implement preventive measures

Security & Compliance:

• Support PCI‑DSS compliance initiatives related to infrastructure, including network segmentation, encryption, and access controls
• Conduct regular vulnerability scans and assist with penetration testing remediation
• Ensure server hardening and patch management schedules are maintained
• Collaborate with the Security & Compliance Coordinator on audit preparation and evidence gathering

• Grade 12 Senior Certificate
• Diploma or degree in Information Technology, Computer Science, Network Engineering, or related field
• 3–5 years’ hands‑on experience in infrastructure engineering or cloud operations
• Proven experience with Microsoft Azure and/or AWS cloud platforms
• Strong knowledge of networking (TCP/IP, DNS, DHCP, VPN, VLAN, routing/switching)
• Experience with enterprise firewall management (Cisco, Fortinet, Palo Alto, or similar)
• Experience with Windows Server and Linux administration
• Working knowledge of virtualisation platforms (Hyper‑V, VMware)
• Understanding of backup technologies and disaster recovery principles
• Familiarity with scripting (Power Shell, Bash, or Python) for automation

• Microsoft Certified:
  Azure Administrator Associate or Azure Solutions Architect Expert
• AWS Certified Solutions Architect – Associate
• CompTIA Network+ or Security+
• Cisco CCNA or equivalent networking certification
• ITIL Foundation v4

• Experience in a BPO, call centre, or contact centre environment
• Knowledge of SOC2/ISO/PCI‑DSS compliance requirements
• Exposure to telephony infrastructure (SIP, VoIP, IP PBX)
• Experience with monitoring tools

• Cloud Platforms (Azure, AWS, GCC)
• Networking (Cisco, Fortinet, Aruba; SD‑WAN, VPN)
• Servers & Virtualisation (Windows Server, Linux, Hyper‑V, VMware)
• Telephony (SIP, VoIP, IP PBX {Avaya, Cisco, 3CX})
• Monitoring & Logging (Grafana, Prometheus, ELK, Cloud Watch)
• Backup & DR (Veeam, Datto, Azure Backup)
• Scripting & Automation (Power Shell, Bash, Python, Terraform)
• Security (Firewall management, IAM, PCI‑DSS controls)