Cloud Support Engineer

Position Information

Type: Full Time

Position: Senior Azure Support Lead Engineer

Location: Manassas, VA (On-site 5 days in office)

Job Description:

Seeking a results-driven, Azure Solutions-certified Support Delivery Lead with 10+ years of IT service delivery and Azure expertise. Must have proven experience managing 24x7 global cloud operations, ITIL processes, SLA governance, major incidents, and enterprise escalations. Strong ability to identify service gaps, lead high-performing teams, drive automation, and ensure secure, reliable, high-availability Azure operations aligned with

Required Skills & Experience:

1- VM knowledge

2) PAAS

3) NW

4) Ticketing, ITIL

• Strong expertise in Microsoft Azure IaaS, PaaS, and SaaS offerings.
• Familiarity with Azure governance, security, cost management, and monitoring tools (e.g., Azure Monitor, Log Analytics, Azure Policy).
• Understanding of hybrid cloud, networking, and identity management (Azure AD, IAM, MFA).
• Proficient in ITIL processes and service management tools (e.g., ServiceNow, Jira).

Key Roles & Responsibilities – Azure Support Delivery Lead

• Service Delivery:

  Lead 24x7 Azure IaaS/PaaS support operations, ensuring availability, performance, and SLA compliance.

• Gap Analysis:

  Identify gaps in team skills, processes, service delivery, and operations; provide actionable improvement reports.

• Incident Management:

  Manage critical incidents, escalations, root cause analysis, and timely resolution using ITIL best practices.

• SLA & KPIs:

  Monitor SLA compliance, CSAT/NPS, incident resolution times, and service performance.

• Customer Management:

  Manage enterprise customers, stakeholders, expectations, and service improvement initiatives.

• Automation & Compliance:

  Drive AI-based automation, operational efficiency, Azure security, and governance improvements.

• Team Leadership:

  Lead large-scale global support teams, identify skill gaps, mentor engineers, and improve team capabilities.

• Resource Management:

  Manage budgets, staffing, resource allocation, and delivery timelines.

• Continuous Improvement:

  Drive measurable improvements through gap analysis, corrective actions, and performance reporting.

• Experience:

  10+ years in IT service delivery and extensive Microsoft Azure cloud support experience, with strong problem-solving and decision-making skills.

• Certifications:

  Azure Solutions Architect Expert or Azure Administrator Associate preferred; ITIL Foundation/Intermediate required (ITIL Expert a plus).