Senior Cloud Support

About the job

The Senior Cloud Support role is responsible for advanced operational support, stability, and security of the organization’s cloud environments with a primary focus on Microsoft Azure, Azure Virtual Desktop, and Microsoft 365. The role provides L2 technical expertise, resolves complex incidents, implements changes, and ensures reliable monitoring, backup, and compliance with security standards. This position requires strong technical knowledge, analytical problem‑solving skills, and the ability to work independently when handling critical issues while also guiding junior team members.

Shift: 15.00 - 00.00 CET

Days off: Saturday and Sunday

Responsibility

• Ticket Resolution & Request Fulfilment · Respond to and resolve incidents and requests within the agreed SLAs. · Handle user and complex incidents across Azure, AVD, and M365; drive quick MTTR and reduce ticket reopens via robust post-resolution notes and KB updates. · Fulfil service requests (e.g., resource provisioning, AVD image updates, M365 security baselines, conditional access adjustments). · Problem management: identify recurring issues, perform root-cause analysis, raise Problem records, and propose corrective/preventive actions. · Escalation management: engage L3/vendor support only after thorough triage and data collection (logs, timelines, impacted scope).

• Change Implementations (Cloud Deployments, Updates, Security Changes) · Plan and execute changes (infrastructure, platform, configuration, security) within the cloud infrastructure. · Security changes: implement, update, and maintain policies and security updates (e.g., Azure Policy, Defender for Cloud recommendations, Conditional Access, Intune device compliance). · Versioning and traceability: commit infra and configuration changes to source control with meaningful change notes and linked change records.

• Monitoring of Systems & Networks (Availability, Security & Capacity) · Tune monitoring and alerting in Azure Monitor and Log Analytics for actionable alerts; reduce noise, set thresholds, and build dashboards. · Proactive capacity management: track trends (CPU, memory, disk, IOPS, session hosts, FSLogix storage, Exchange Online throttling), forecast needs, and recommend scaling strategies. · SLA reporting: publish monthly availability, MTTR, and capacity headroom; create runbooks to standardize responses.

• Backups Management (Policy, Testing, Restores) · Manage backups for Azure workloads (Azure Backup, Azure File Share snapshots, SQL PaaS backup policies) and M365 (retention and restore strategy via native retention, Preservation Lock, mailbox or SharePoint restore runbooks, or approved third‑party backup). · Perform routine restore tests and document RTO and RPO evidence; maintain air‑gapped or immutable backups where applicable. · Audit and compliance: ensure backup jobs succeed, alerts are actioned, and backup encryption and keys are governed.

• Azure Platform Operations · Resource governance: apply tags, budgets, cost alerts, Azure Policies, and landing zones. · Networking: support VNets, peering, firewalls, NSGs, ASGs, Private Endpoints, DNS, ExpressRoute or VPN, and service endpoints. · OS and platform patching: coordinate patch cycles for VMs, AVD images, and PaaS services (maintenance windows, pre/post health checks). · Performance optimization and cost control: right‑size VMs, commit savings plans, apply storage tiering, and reserve capacity for PaaS.

• Azure Virtual Desktop (AVD) · Image lifecycle: maintain golden images, update, test, and roll back; optimize FSLogix profiles. · Host pool management: scaling plans, autoscale, drain modes, connection diagnostics; remediate session issues and latency. · Application delivery: MSIX app attach, app masking; validate GPU or AVX requirements for specialized users. · Security: harden session hosts, configure conditional access, onboard Defender for Endpoint, and ensure profile protection.

• Microsoft 365 & Endpoint · Service administration: Exchange Online, SharePoint, OneDrive, Teams, Entra ID; manage mail flow, anti‑spam, anti‑phish, DLP, Safe Attachments and Safe Links. · Endpoint management (Intune): device compliance, configuration profiles, update rings, app deployment, BitLocker and antivirus status. · Identity and access: conditional access, MFA, PIM, role assignments, SSPR, sign‑in auditing. · Collaboration hygiene: Teams lifecycle and expiry, SharePoint site controls, external sharing policies and monitoring.

• Security and Compliance Support · Security compliance: implement, update, and maintain policies, baselines, and security updates across Azure and Intune. · First responder and handler: triage alerts escalated by the SOC. · Response actions: disable user sessions or tokens, rotate secrets and keys, isolate hosts, quarantine emails/files, and block indicators such as IPs, URLs, or file hashes.

• Automation, Scripting, and Runbooks · Automate frequent tasks with PowerShell, Azure CLI, Logic Apps, or Functions (e.g., user onboarding, backup compliance checks, AVD scaling operations). · Runbooks: write clear, step‑by‑step runbooks for common incidents (CPU saturation, mailbox compromise, AVD login failures). · CI/CD integration: use pipelines for template validation, static analysis, and controlled deployments.

• Documentation, Knowledge, and Stakeholder Communication · Documentation as a deliverable: create diagrams, architecture decisions (ADR), service definitions, dependency maps, and KBs. · Communications: provide timely updates during incidents and changes; translate technical risks into business impact. · Mentoring: coach L1 and L2 staff and conduct knowledge‑transfer sessions.

About you

• You are located in Argentina, Bosnia and Herzegovina, Colombia, Honduras, Malaysia, Mexico, Philippines, Poland, Serbia, or Turkey.

• You have a minimum of the following education:

  • AZ-104: Azure Administrator Associate

  • SC-900: Microsoft Security, Compliance, and Identity Fundamentals (Advantageous)

  • AZ-500: Azure Security Engineer (Advantageous)

  • AZ-140: Azure Virtual Desktop (Advantageous)

  • MS-102: Microsoft 365 Administrator (Advantageous)

  • ISO 27001: 2022 Foundations (Advantageous)

• 2+ years of experience in IT support or service desk

• 3+ years of hands-on experience supporting Azure and/or Microsoft 365 environments

• Experience in L2 or senior support capacity resolving complex cloud or infrastructure issues

• Hands-on experience with Azure resource configuration, virtual machines, networking, AVD, identity, and monitoring

• Experience with backup management and disaster recovery processes

• Familiarity with cybersecurity fundamentals and security incident handling and cloud security tooling

• Experience with ITIL (incident management, request fulfillment, change management, and problem management) and ticketing systems

• Microsoft Azure administration (compute, storage, networking, governance)

• Azure Virtual Desktop management (host pools, images, FSLogix)

• Microsoft 365 administration (Teams, SharePoint, Exchange, OneDrive, Intune)

• Strong PowerShell scripting and automation capabilities

• Understanding of Azure Monitor, Log Analytics, and alerting

• Understanding of identity and access management (Azure AD/Entra ID)

• Experience with infrastructure as code tools

• Experience working with Azure DevOps Pipelines (build, release, and YAML-based CI/CD pipelines)

• Experience with Azure security tools

Technical specifications

• A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency <120 ms, internationally

• A minimum of 8 GB RAM

• Windows 11 (All editions except Windows S Mode), or macOS 13.0 or newer

• A processor with a CPU Mark of at least 7368 or higher, similar to i5-8300H (Has to be 8th Gen Intel or above, if Ryzen, 2nd Gen or above)

• An Integrated Graphics card.

• A smartphone usable for two-factor authentication that runs at least:

  • Android 10.0 or newer

  • Apple iOS 16.0 or newer

We Offer

• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients.

• A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness.

• Innovative digital tools, and continuous opportunities for learning and development.

• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.