Serve as a Tier 2/3 escalation resource for all Managed Services customers, supporting incidents escalated from the Service Desk and/or NOC.
Act as the technical lead and incident commander during high-severity or complex incidents, coordinating response efforts across internal teams, vendors, and cloud providers.
Participate in a formal on-call escalation rotation, providing after-hours incident response and technical leadership as required.
Lead real-time troubleshooting during incidents, including deep technical analysis, mitigation, recovery, and service restoration.
Communicate directly with customers during incidents, providing clear technical status updates, recovery plans, and post-incident explanations.
Ensure proper documentation, handoff, and follow-up actions after incident resolution.
Own technical direction and architecture for Azure-based Managed Services environments, ensuring solutions are secure, scalable, resilient, and supportable.
Advanced knowledge of both IaaS and PaaS technologies within the Azure ecosystem.
Working knowledge of Cloud Adoption Framework (CAF).
Perform Azure Well Architected Reviews as part of the lifecycle of a managed Azure customer.
Design and validate Azure infrastructure solutions across compute, storage, networking, identity, security, and monitoring.
Architect and support Azure Virtual Desktop environments, including host pools, scaling strategies, image lifecycle management, and FSLogix profile architecture.
Define disaster recovery and resiliency strategies for Azure workloads, including recovery objectives, dependencies, and validation approaches.
Identify architectural risks and recommend remediation to improve platform stability and reduce operational risk.
Design, implement, and govern Infrastructure as Code (IaC) using ARM templates, Bicep, Terraform, or equivalent tooling.
Establish and enforce IaC standards, version control practices, and reusable deployment patterns for Azure environments.
Promote automation-first approaches using PowerShell and Azure CLI to reduce manual effort and improve consistency.
Provide technical guidance to AST engineers to ensure deployments align with approved architectural and IaC standards.

Requirements

5 years of experience in IT infrastructure and cloud technologies, with deep hands-on experience designing and supporting Microsoft Azure environments.
Advanced expertise across Azure compute, storage, networking, identity, security, and monitoring services.
Microsoft Azure Administrator certification (AZ-104 or current equivalent).
Demonstrated experience serving in a Tier 3 escalation or advanced support role within a Managed Services environment.
Proven ability to lead incident response efforts, including real-time troubleshooting, coordination, and customer communication.
Strong experience designing and supporting Azure Virtual Desktop solutions, including FSLogix profiles.
Experience designing disaster recovery and resiliency solutions for Azure workloads.
Advanced experience with Infrastructure as Code using ARM templates, Bicep, Terraform, or equivalent.
Strong automation skills using PowerShell and Azure CLI.
Experience working within IT service management processes and tools such as ServiceNow.
Bachelor's degree or higher education diploma in Information Technology is desired.
Experience working for a Managed Services Provider (MSP).
Experience supporting enterprise-scale Azure environments.
Experience using Nerdio Manager for Enterprise.
Familiarity with Microsoft Entra ID, Conditional Access, and identity governance concepts.
ITIL Foundation certification or equivalent IT service management training.
Microsoft Azure Solutions Architect certification (AZ-305 or current equivalent).
One or more Azure specialty certifications related to networking, security, or identity.
Commitment to maintaining current Azure certifications as services and architectures evolve.

Benefits

Health, Vision, and Dental Insurance
Life Insurance
Health/Dependent Care Flexible Spending
401(k) Plan
Short-Term and Long-Term Disability Coverage
Generous Vacation and Flex Time Off Programs
Company Paid Holidays
Training and Development Opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AzureIaaSPaaSInfrastructure as CodeARM templatesBicepTerraformPowerShellAzure CLIAzure Virtual Desktop

Soft Skills

incident responsereal-time troubleshootingcustomer communicationtechnical leadershipcoordinationdocumentationproblem-solvingteam collaborationtechnical guidanceescalation management

Certifications

Microsoft Azure Administrator (AZ-104)Microsoft Azure Solutions Architect (AZ-305)ITIL Foundation