[Hiring] Cloud Operational Engineer Level 3 @iSupport Worldwide

Role Description

We are looking for a Cloud Operational Engineer (L3) to become the most senior technical authority in our Cloud Operations team and the final escalation point for our client estate. This is a hands-on role with real authority, allowing you to resolve work end to end in Entra ID, Azure, Intune, and across our clients' SaaS estate.

You will spend your time on the work that genuinely needs senior judgement:

• Complex incidents
• Identity and access operations
• Platform troubleshooting
• Root cause analysis on recurring issues

You will also create runbooks and standards for the wider team, ensuring expertise is documented and shared.

This is an operations role, not a project role. You will not be involved in client implementations or infrastructure builds.

What You Will Do

• Monitoring and operational response
  • Triage and resolve platform alerts across the monitoring estate.
  • Judge which alerts represent genuine service impact.
  • Turn recurring alert patterns into problem records and automation candidates.
  • Own operational response for managed file transfer and scheduled job failures.
• Identity and access operations
  • Manage Entra ID user and guest lifecycle, group membership, and licensing changes.
  • Handle Azure RBAC and PIM role assignments.
  • Oversee app registrations and service principals.
  • Ensure credential hygiene through proactive rotation of secrets and certificates.
  • Investigate authentication failures and support security investigations.
• Platform operations
  • Manage Microsoft 365 services including Exchange Online and Teams governance.
  • Handle DNS and domain record changes.
  • Oversee data platform access across various services.
  • Configure and operate enterprise applications for SSO.
  • Manage Intune configuration and application deployment.
  • Address compute and infrastructure issues across virtual machine estates.
• Incidents, problems and root cause
  • Act as technical lead during major incidents.
  • Own root cause analysis on significant incidents.
  • Identify systemic risks and convert them into problem records.
  • Escalate to Engineering with clear handoff.
• Standards, runbooks and knowledge
  • Author and maintain runbooks for recurring work.
  • Own operational standards and troubleshooting guidance.
  • Review and validate runbooks used by Tier 1 and Tier 2 engineers.
  • Maintain documentation in Confluence.
  • Record work clearly before closure.
• Automation and continuous improvement
  • Identify and eliminate repetitive operational work through automation.
  • Build and maintain PowerShell automation.
  • Propose self-service and workflow automation.
  • Recommend monitoring and alerting improvements.
• Multi-client service delivery
  • Operate consistently across multiple client tenants.
  • Work within delegated administration models.
  • Apply standards uniformly across the client estate.
  • Handle client data with care, supporting compliance obligations.

What We Are Looking For

• Experience
  • 6 to 10+ years in cloud, identity or workplace engineering.
  • Proven experience as a final escalation point in a production environment.
  • Degree or equivalent practical experience in IT or a related field.
• Technical skills
  • Expert-level Microsoft 365 administration.
  • Deep hands-on Entra ID expertise.
  • Strong Azure operational capability.
  • Expert Microsoft Intune and endpoint management.
  • Practical experience with Azure Virtual Desktop.
  • Identity integration experience.
  • DNS administration and mail authentication records.
  • PowerShell automation to a production standard.
  • Identity security and Zero Trust principles.
  • Advanced troubleshooting and structured root cause analysis.
• Service management and tooling
  • Hands-on ServiceNow experience.
  • ITIL-aligned service management understanding.
  • Confluence or equivalent knowledge platform experience.
  • Monitoring and alerting platform experience.
  • Azure DevOps familiarity.
• Managed service provider experience
  • Prior experience in an MSP or multi-tenant environment.
  • Comfort working across multiple client tenants.
  • Understanding of delegated administration and audit implications.
  • Client-facing communication skills.

Certifications

• Preferred
  • Microsoft 365 Certified: Enterprise Administrator Expert (MS-102)
  • Microsoft Certified: Identity and Access Administrator Associate (SC-300)
  • Microsoft Certified: Azure Administrator Associate (AZ-104)
  • Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Advantageous
  • Microsoft Certified: Azure Security Engineer Associate (AZ-500)
  • Microsoft Certified: Security Operations Analyst Associate (SC-200)
  • ITIL 4 Foundation
  • Experience in a regulated sector.

Benefits

• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge
• Weekly engagement activities with prizes
• Free upskilling academy to improve performance and skillset
• State-of-the-art facilities
• Amenities such as sleeping quarters, game area, chat room, shower room