Role Summary- We are looking for candidates who have experience working as an Azure Support Engineer (at L3/L4 level) having hands-on experience with Azure Virtual Desktop (AVD) along with the different Azure services. Candidates must have experience working in an MSP setup and should be willing to work EST hours (6pm IST to 3am IST). Candidates should be able to join in 60 days or less.
Key Responsibilities-
Operations & Support
- Monitor, manage, and maintain day-to-day operations of Azure environments, ensuring high availability and performance
- Respond to alerts, incidents, and service requests in a 24x7 support environment, including participation in on-call rotations
- Troubleshoot and resolve complex Azure infrastructure and platform issues across IaaS and PaaS services
Incident & Escalation Management
- Act as an escalation point for Priority 1 / critical incidents, driving end-to-end resolution with urgency
- Perform root cause analysis (RCA) for major incidents and document findings for continuous improvement
- Collaborate with Microsoft support and third-party vendors to resolve complex platform issues
Automation & Optimization
- Develop and maintain automation scripts for routine operational tasks, deployments, and remediation activities
- Identify opportunities for continuous improvement, cost optimization, and operational efficiency across client environments
Governance & Security
- Define and enforce Azure Policy, RBAC, and tagging standards to support governance, compliance, and chargeback/showback models.
- Provide recommendations and support for improving security posture, including Defender for Cloud and best practices.
What you'll bring to the table-
- 8+ years of total experience and more than 5 years of experience in technical support, cloud operations, or infrastructure management, preferably within Managed Services (MSP) environments supporting multiple client tenants at scale
- Deep expertise in Microsoft Azure services, including- Strong hands-on experience with Azure IaaS, including design considerations for high availability, scalability, and security.
- Solid understanding of ITIL processes (Incident, Problem, Change Management) and experience working in SLA-driven environments with ticketing systems.
- Experience with monitoring and observability tools
- Strong knowledge of hybrid cloud and on-prem integration: Hands-on experience with Windows, including troubleshooting OS-level issues in cloud environments.
- Experience with virtualization and on-prem technologies
- Strong understanding of Azure cost management and optimization strategies
- Optional Experience using 3rd-party tools such as:
- Compute: Virtual Machines, App Services
- Networking: VNets, NSGs, VPN Gateway, ExpressRoute, Load Balancers
- Identity: Entra ID (Azure AD), RBAC, Conditional Access
- Data: Storage Accounts
- End-user platforms: Azure Virtual Desktop (AVD)
- ARM / Bicep templates (infrastructure as code)
- Windows Server, Hyper-V
- Reserved Instances (RIs), Savings Plans
- CloudHealth (VMware Tanzu) for cost optimization
Good to have skills-
- Experience working in multi-tenant MSP environments, handling multiple customer subscriptions simultaneously
- Strong ability to prioritize competing incidents and workloads under pressure
- Experience with DevOps practices, CI/CD pipelines, or Git-based workflows
- Familiarity with compliance frameworks (ISO, SOC, NIST) and their implementation in Azure
- Strong customer-facing communication skills, especially in escalations and executive updates
- Ability to own issues end-to-end, from triage through resolution and post-incident improvement
- Relevant certifications if any
