Provide L3/L4 Azure support across multi-tenant environments: monitor and manage Azure IaaS/PaaS, respond to critical incidents, perform RCA, automate operational tasks, optimize cost and governance, collaborate with Microsoft and vendors, and maintain runbooks and client communications including on-call rotations and EST overlap.
Job Summary & ResponsibilitiesRequired Skills-
Preferred Qualifications
- 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.
- Deep expertise in Microsoft Azure services, including:
- 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:
- Compute: Virtual Machines, App Services
- Networking: VNets, NSGs, VPN Gateway, ExpressRoute, Load Balancers
- Identity: Entra ID (Azure AD), RBAC, Conditional Access
- Data: Storage Accounts
- End-user platforms: Azure Virtual Desktop (AVD) - Required
- PowerShell
- ARM / Bicep templates (infrastructure as code)
- Exposure to Terraform (good to have)
- Azure Monitor, Log Analytics
- Microsoft Defender for Cloud - Optional
- Azure Policy and governance controls - Optional
- Azure Arc, Azure Stack / Azure Local
- Windows Server, Hyper-V
- Storage Spaces Direct (S2D) - Optional
- Reserved Instances (RIs), Savings Plans – Must have
- Azure Hybrid Benefit (AHB) Optional
- Right-sizing and auto-scaling recommendations – good to know
- CSP, EA, MCA subscriptions optional
- Subscription design, consolidation, and migration strategies - optional
- CloudHealth (VMware Tanzu) for cost optimization
- LogicMonitor (or similar) for infrastructure monitoring
- Strong ability to prioritize competing incidents and workloads under pressure.
- Experience with DevOps 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 Administrator Associate (AZ-104)
- Microsoft Certified: Azure Solutions Architect Expert (AZ-305) – optional
- Azure Security Engineer (AZ-500)
- Azure Network Engineer (AZ-700)
- ITIL Foundation (v4)
Preferred Qualifications
Key Responsibilities-
Operations & Support
- 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
- You would be working in EST hours (7.30am to 3pm EST/5pm to 12.30am IST). Post 6 months you would be required to work EST hours (at least 5 hours of overlap)
Incident & Escalation Management
- 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
Automation & Optimization
- 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
Governance & Security
- 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.
Client & Stakeholder Engagement
- 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.
Documentation & Knowledge Sharing
- 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.
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