Level 3 Cloud Infrastructure Engineer

Role Overview

The Level 3 Cloud Infrastructure Engineer is a senior technical role within the Global IT Service Management (ITSM) Business Unit, responsible for providing expert Level 3 support, development, security, and deployment of Microsoft cloud services, specifically Azure and Office 365, to internal and external customers worldwide.

There are currently ~3,500 businesses worldwide owned by the community.

This role operates under general direction with substantial autonomy and accountability, focusing on ensuring high availability, security, and performance of cloud, network, infrastructure, and security services in alignment with established quality standards and organizational policies.

Key Responsibilities

• Provide Level 3 escalation support for Azure and Office 365 issues escalated from Service Desk and Level 2 teams, including investigation, diagnosis, and resolution or escalation to external vendors.
• Deliver cloud, network, infrastructure, and security support through online ticketing systems, ensuring adherence to SLAs and high customer satisfaction.
• Develop, maintain, and apply standards, documentation, and knowledge bases to support operational excellence and continuous improvement.
• Configure and automate provisioning, testing, deployment, and monitoring of cloud infrastructure and services using infrastructure management tools and scripting (e.g., PowerShell).
• Plan and implement maintenance, installation, and configuration of cloud infrastructure components, including virtualized environments and networking/security elements.
• Conduct problem management activities, including root cause analysis (RCA), change requests, and follow-up actions to prevent recurrence of issues.
• Monitor cloud system availability, capacity, and security using tools such as Azure Security Center and Azure Sentinel, and implement security best practices.
• Provide on-call and out-of-hours support as required to maintain service continuity.
• Collaborate and influence across teams and stakeholders to drive improvements and ensure alignment with business objectives.
• Comply with Environment, Health & Safety (EH&S) policies and actively participate in related training and risk assessments.

Technical Expertise and Skills

• Extensive experience (3+ years) managing and deploying Azure services, including Virtual Machines, Databases, Storage, Virtual Networks, Azure Resource Manager, Site Recovery, Backups, High Availability, and microservices.
• Proficient in managing Office 365 services such as user management, security, SharePoint, Exchange, Teams, licensing, domain migrations, Azure Active Directory (AAD) synchronization, and hybrid AD environments.
• Strong knowledge and hands-on experience in Microsoft 365 security and compliance features, including DLP, Information Governance, Advanced Threat Management, Azure Information Protection (AIP), and secure score.
• Expertise in Azure cloud networking and security, including firewalls, network security groups, ExpressRoute, Azure VPN, and adherence to Microsoft Azure networking and security best practices.
• Experience deploying new cloud workloads and managing global LAN and WAN networks.
• Advanced cybersecurity skills covering email, cloud, infrastructure, Azure Sentinel, Defender for Cloud and endpoints, and CrowdStrike.
• Database deployment and administration experience with SQL variants, including MySQL, MSSQL, Azure Cosmos DB, and Azure SQL as a service.
• Proficiency in Azure automation and PowerShell scripting for operational efficiency.
• Experience with Azure Active Directory Domain Services, Azure B2C, on-premises domain controllers, conditional access, Azure AAD Sync, and hybrid AD configurations.
• Knowledge of Intune for policy creation, device enrollment, compliance, troubleshooting, Autopilot, and scripting.
• Design and deployment experience with Azure Virtual Desktop and Azure security tools such as Security Center and Sentinel.
• Strong background in Windows Server (2012–2022) and Linux operating systems, virtualization technologies (Microsoft Hyper-V), and DevOps principles.
• Proven ability to develop and maintain detailed technical documentation and knowledge bases.
• Experience mentoring and supporting junior escalation teams and working in virtual team environments across multiple customer sites.
• AI/Copilot: Microsoft Copilot, Copilot Studio, and AI Agents are an emerging area that the team lacks experience in

Projects and Contexts

The role encompasses continuous and overlapping projects and activities related to the deployment, support, and management of Microsoft cloud and infrastructure services globally. These include:

1. Azure and Office 365 Service Deployment and Management
   Responsibilities: Managing and deploying Azure services (Virtual Machines, Databases, Storage, Virtual Networks, etc.) and Office 365 services (user management, security, SharePoint, Exchange, Teams, licensing, domain migrations). Ensuring high availability, security, and compliance.
   Technologies and Tools: Microsoft Azure, Office 365, Azure Resource Manager, Azure Active Directory, PowerShell scripting, Azure Automation.
2. Cloud Networking and Security Implementation
   Responsibilities: Designing, implementing, and managing cloud networking and security including firewalls, network security groups, ExpressRoute, Azure VPN, and applying Microsoft Azure networking and security best practices.
   Technologies and Tools: Azure Networking, Azure Security Center, Azure Sentinel, Microsoft Defender, Crowdstrike.
3. Global Network Design and Support
   Responsibilities: Designing, deploying, supporting, and managing global LAN and WAN networks to support organizational IT infrastructure.
   Technologies and Tools: LAN/WAN technologies, Aruba network equipment (certification advantageous).
4. Security and Compliance Management
   Responsibilities: Implementing Microsoft 365 security and compliance features such as Data Loss Prevention (DLP), Information Governance, Advanced Threat Management, Azure Information Protection, and secure score monitoring.
   Technologies and Tools: Microsoft 365 Security & Compliance Center, Azure Security Center, Azure Sentinel.
5. Automation and Infrastructure Management
   Responsibilities: Automating provisioning, testing, deployment, and monitoring of cloud infrastructure and services using infrastructure management tools and PowerShell scripting.
   Technologies and Tools: Azure Automation, PowerShell, Infrastructure as Code tools.
6. Azure Virtual Desktop Deployment
   Responsibilities: Designing and deploying Azure Virtual Desktop environments to support remote workforce needs.
   Technologies and Tools: Azure Virtual Desktop, Azure Active Directory.
7. Mentoring and Team Support
   Responsibilities: Providing guidance, knowledge transfer, and support to junior team members to enhance team capability and service quality.
   Technologies and Tools: Internal knowledge bases, documentation tools.

Reporting and Compliance

The role reports directly to the Global Manager IT Service Operations and requires strict adherence to company policies including budget management, EH&S compliance, ITIL processes, and security standards. The incumbent is expected to maintain accurate records, produce reports, and contribute to continuous improvement initiatives.

Education

• University IT or related degree
  

Certification

• ITIL Foundation
  
• Microsoft/Azure certifications (e.g. AZ-103/104, MS-500, MS-101, AZ-500)
  
• Office 365 certifications
  Advantageous
  
• Aruba network certification
  Advantageous
  
• Security certifications
  Advantageous