About this role
Area(s) of responsibility
Job Title: Azure & OVH Cloud L2 Support Engineer
Key Responsibilities
- Incident & Request Management
- Investigate and resolve incidents, service requests, and alerts escalated from L1 support teams within agreed SLAs.
- Cloud Operations Support
- Manage and support Azure and OVH Cloud resources, including Virtual Machines, Compute Services, Storage, Networking, Identity, Backup, and Monitoring services.
- Technical Troubleshooting
- Diagnose and resolve issues related to cloud infrastructure, operating systems, network connectivity, user access, application availability, and platform performance.
- Monitoring & Health Checks
- Monitor cloud environments using Azure Monitor, Log Analytics, OVH monitoring tools, and third-party monitoring platforms to identify and address issues proactively.
- Access & Identity Management
- Support user provisioning, access control, Azure AD/Entra ID administration, role-based access control (RBAC), and authentication-related issues.
- Change & Release Support
- Implement approved infrastructure changes, system updates, patch management activities, and cloud configuration modifications.
- Service Improvement
- Identify recurring issues, recommend operational improvements, and collaborate with L3 engineers for permanent resolutions.
- Documentation & Knowledge Management
- Create and maintain SOPs, troubleshooting guides, knowledge base articles, and operational runbooks.
- Customer & Stakeholder Communication
- Provide regular updates to users and stakeholders regarding incident status, resolutions, and service performance.
- Collaboration & Escalation
- Work closely with L1 teams, L3 engineers, cloud architects, and vendor support teams to resolve complex issues efficiently.
Required Qualifications
- Bachelor's Degree in Computer Science, Information Technology, or related field.
- 3+ years of experience in Infrastructure Support or Cloud Operations.
Preferred Certifications
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Fundamentals (AZ-900)
- OVH Cloud Certifications (Preferred)
- ITIL Foundation Certification
- Microsoft Security, Compliance, and Identity Fundamentals (SC-900)