Job Description: Azure Cloud Operations Support Engineer – L2/L3
Role: Azure Cloud Operations Support Engineer – L2/L3
Location – Des Moines, IA / Hybrid/ Remote
Support Model: 24x7 Cloud Operations / Production Support
Level: L2/L3
Role Summary
We are seeking an experienced Azure Cloud Operations Support Engineer responsible for L2/L3 operational support, administration, troubleshooting, monitoring, and optimization of enterprise Microsoft Azure environments.
The engineer will provide hands-on support for Azure infrastructure and platform services, resolve complex incidents and service requests, perform root cause analysis, implement changes, automate repetitive operational activities, and ensure cloud environments remain secure, stable, available, and compliant.
The role requires strong technical troubleshooting capabilities along with disciplined ITSM processes, documentation, ticket ownership, and collaboration with application, network, security, database, and architecture teams.
Key Responsibilities
Azure Infrastructure Operations
- Provide L2/L3 operational support for Microsoft Azure environments.
- Administer and troubleshoot Azure Virtual Machines, VM Scale Sets, Managed Disks, Storage Accounts, snapshots, and related infrastructure.
- Support Azure Virtual Networks, subnets, NSGs, route tables, Private Endpoints, Load Balancers, Application Gateway, VPN Gateway, and ExpressRoute-related connectivity.
- Support resource provisioning, configuration, modifications, decommissioning, and lifecycle activities.
- Troubleshoot VM availability, performance, storage, network connectivity, DNS, authentication, and access issues.
- Support Windows and Linux workloads hosted in Azure.
Monitoring & Incident Management
- Monitor Azure infrastructure using Azure Monitor, Log Analytics, Application Insights, Service Health, and Network Watcher.
- Investigate alerts and production incidents and perform technical troubleshooting through resolution.
- Manage incidents, service requests, problems, and changes in accordance with established ITIL/ITSM processes.
- Take end-to-end ownership of assigned incidents and ensure timely updates, escalation, and resolution.
- Perform root cause analysis for major or recurring incidents and identify preventive actions.
- Develop and maintain troubleshooting guides, operational procedures, and knowledge articles.
Identity & Security
- Support Microsoft Entra ID integration and Azure RBAC.
- Troubleshoot access, permissions, managed identities, service principals, and authentication-related issues.
- Support Key Vault and secrets/certificate management from an infrastructure operations perspective.
- Review infrastructure security configurations and remediate identified operational vulnerabilities in coordination with security teams.
- Support implementation of least-privilege access and cloud governance standards.
Backup, Recovery & Business Continuity
- Support Azure Backup operations and troubleshoot backup failures.
- Monitor backup jobs and recovery readiness.
- Perform restore activities as required.
- Support disaster recovery configurations using Azure Site Recovery, where applicable.
- Participate in DR exercises and recovery validation activities.
Automation & Infrastructure as Code
- Automate repetitive operational tasks using PowerShell, Azure CLI, and Azure Automation.
- Support Infrastructure as Code deployments using Terraform, Bicep, or ARM templates.
- Identify manual operational activities suitable for automation.
- Support standardized provisioning and configuration practices.
Performance & Cost Optimization
- Analyze Azure resource utilization and identify performance bottlenecks.
- Recommend VM right-sizing and infrastructure optimization opportunities.
- Identify idle, underutilized, or unnecessary resources in coordination with application and service owners.
- Support Azure tagging, resource organization, and governance practices.
Operational Governance
- Participate in incident, problem, change, and major-incident management processes.
- Maintain accurate ticket updates, troubleshooting notes, resolution information, and technical documentation.
- Participate in operational reviews and service improvement initiatives.
- Work closely with application, database, security, network, architecture, and service management teams.
- Participate in on-call support and critical incident bridges as required.
L2 Expectations
The L2 engineer should be capable of:
- Handling standard Azure incidents and service requests independently.
- Performing VM, storage, network, backup, access, and monitoring troubleshooting.
- Analyzing Azure Monitor and Log Analytics information.
- Executing approved operational changes and standard maintenance activities.
- Escalating complex platform or architectural issues with complete troubleshooting evidence.
- Maintaining strong ticket ownership through closure.
L3 Expectations
In addition to L2 responsibilities, the L3 engineer should:
- Lead troubleshooting of complex and high-severity Azure incidents.
- Perform advanced root cause analysis for recurring infrastructure issues.
- Troubleshoot complex networking, authentication, performance, and platform problems.
- Lead technical remediation for major incidents.
- Develop automation to eliminate recurring operational work.
- Review technical changes and provide implementation and rollback guidance.
- Identify platform reliability, availability, security, and performance improvements.
- Mentor L1/L2 engineers and develop troubleshooting documentation and knowledge articles.
- Collaborate with cloud architects and engineering teams on complex platform changes and modernization initiatives.
Required Technical Skills
Azure Core
- Azure Virtual Machines
- Virtual Networks, Subnets and NSGs
- Azure Load Balancer
- Application Gateway
- Storage Accounts and Managed Disks
- Azure Backup and Site Recovery
- Azure Monitor and Log Analytics
- Microsoft Entra ID
- Azure RBAC
- Azure Key Vault
- Azure Policy
- Resource Groups and Azure subscriptions
Operating Systems
- Strong Windows Server administration and troubleshooting
- Working knowledge of Linux administration
Networking
- TCP/IP
- DNS
- Routing
- VPN
- Firewall concepts
- ExpressRoute
- Hybrid cloud connectivity
- Network troubleshooting
Automation
- PowerShell
- Azure CLI
- Azure Automation
- Terraform/Bicep/ARM knowledge
Operations
- Incident Management
- Problem Management
- Change Management
- Root Cause Analysis
- Major Incident support
- Monitoring and alert management
- Capacity and performance management
Preferred Skills
- Experience supporting Azure infrastructure in a large enterprise or managed-services environment.
- Experience working in 24x7 production support.
- Knowledge of hybrid Azure/on-premises environments.
- Experience with ServiceNow or comparable enterprise ITSM platforms.
- Exposure to Azure DevOps/Git-based deployment processes.
- Knowledge of cloud security and governance principles.
- Experience with automation and operational standardization.
- Familiarity with FinOps/cloud-cost optimization principles.
Certifications
Preferred certifications include:
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Network Engineer Associate (AZ-700)
- Microsoft Certified: Azure Security Engineer Associate (AZ-500)
- ITIL Foundation certification is an advantage.
Key Competencies
- Strong troubleshooting and analytical skills
- End-to-end ownership mindset
- Strong incident and problem-management discipline
- Ability to work effectively during critical production incidents
- Clear written and verbal communication
- Customer-focused approach
- Ability to work across infrastructure, application, network, security, and architecture teams
- Strong documentation and knowledge-transfer skills
