ScalableOS

L3 Cloud Operations Engineer

ScalableOS

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

AzureCitrixCloudDNSFirewallsSQLTCP/IPTerraformVMware

About the role

  • Serve as the senior technical leader for the L1 and L2 Cloud Operations Engineers, providing day-to-day guidance, coaching, and knowledge transfer
  • Lead by example on complex incidents, walking junior engineers through advanced troubleshooting methodologies and resolution strategies
  • Define and maintain standard operating procedures, runbooks, and escalation workflows to ensure consistent and high-quality service delivery
  • Act as the technical point of contact during operational hours, overseeing ticket queues, prioritization, and SLA adherence across the team
  • Conduct internal training sessions and knowledge sharing on new technologies, processes, and client-specific environments
  • Identify skill gaps within the team and recommend training paths and certification goals to the Head of Managed Services
  • Serve as the highest-level technical escalation point within the service desk, resolving the most complex incidents spanning cloud, networking, security, and back-end infrastructure
  • Own and lead major incident processes end-to-end, including triage, communication, escalation to third parties, root cause analysis, and post-incident reviews
  • Perform advanced troubleshooting across multi-tenant Azure environments, hybrid infrastructure, and complex networking topologies
  • Document and track all escalations, major incidents, and problem records in Jira Service Management with thorough root cause analysis
  • Architect and manage complex Azure environments including Azure AD, Conditional Access, Azure Virtual Desktop (AVD), Azure Networking (VNets, NSGs, ExpressRoute), and Azure Automation
  • Administer and optimize Office 365 tenants at an advanced level, including Exchange Online mail flow, hybrid configurations, security and compliance policies, and tenant-to-tenant migrations
  • Manage and troubleshoot Windows Server infrastructure (2016/2019/2022) at an advanced level, including Active Directory design, Group Policy architecture, DNS/DHCP, DFS, and Certificate Services
  • Oversee VMware ESXi and virtualization environments including capacity planning, performance optimization, host management, and migration strategies
  • Lead VDI environment management including Azure Virtual Desktop, Citrix, and thin client deployments at scale
  • Perform intermediate to advanced network troubleshooting and configuration across TCP/IP, DNS, DHCP, VLANs, routing protocols, and WAN connectivity
  • Configure and manage Fortinet FortiGate firewalls including advanced policy management, SD-WAN, IPS/IDS, web filtering, and high-availability configurations
  • Manage Cisco Meraki environments on a scale, including complex wireless deployments, SD-WAN, switch stacking, and security appliance policies
  • Design, configure, and troubleshoot SSL VPN and IPsec VPN solutions across multiple client environments
  • Serve as the subject matter expert for advanced desktop and endpoint issues that cannot be resolved at L1/L2, including complex OS corruption, driver conflicts, and application compatibility
  • Design and optimize Intune/Endpoint Manager deployment strategies including Autopilot, compliance policies, and application packaging
  • Liaise directly with client stakeholders on escalated issues, service reviews, and change management activities
  • Collaborate with the account management teams on client escalations, service improvement plans, and quarterly business reviews
  • Design and implement automation solutions using PowerShell, Azure Automation, and other scripting tools to eliminate manual overhead and improve operational efficiency

Requirements

  • Minimum 5+ years of experience in a third line (L3) or senior helpdesk/service desk/cloud operations role within an MSP or MSSP environment
  • At least 2 years of experience in a technical leadership, senior escalation, or mentorship capacity
  • Extensive experience supporting enterprise Windows environments, Microsoft Azure, Office 365, and hybrid infrastructure
  • Proven track record leading major incident resolution and driving root cause analysis in client-facing environments with stringent SLAs
  • Hands-on experience with Jira Service Management and Jira for project and change management
  • ITIL Foundation certification or demonstrated working knowledge of ITIL service management frameworks
  • Nice to have Microsoft certifications: AZ-104, AZ-305, AZ-500, MS-102, or similar
  • Fortinet NSE 4+ certifications
  • Cisco CCNP, CCNA, or Meraki certifications
  • ITIL Intermediate or higher certifications
  • Experience with SIEM platforms, EDR solutions, and security incident response
  • DevOps exposure: CI/CD pipelines, Infrastructure as Code (Terraform, ARM/Bicep templates)
  • SQL proficiency in operational reporting and data analysis
  • Prior experience in financial services, hedge funds, or trading technology environments
  • A degree in Computer Science, Information Technology, or related field
Benefits
  • Professional development opportunities
  • Work-from-home arrangement
  • Permanent night shift schedule
Applicant Tracking System Keywords

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

Hard Skills & Tools
AzureOffice 365Windows ServerVMware ESXiTCP/IPFortinet FortiGateCisco MerakiPowerShellSQLIntune
Soft Skills
technical leadershipmentorshipcommunicationproblem-solvingcoachingcollaborationtrainingincident managementroot cause analysisservice delivery
Certifications
ITIL FoundationAZ-104AZ-305AZ-500MS-102Fortinet NSE 4+Cisco CCNPCisco CCNAITIL IntermediateMicrosoft certifications