Cloud Support Engineer, Thrissur

Practice/Department: - Cloud Services / Managed Services Position Title: - Azure Cloud Engineer Job Family: Cloud Services Position Location: - Puebla / Remote Reports to: - Managed Services Job Summary: The Azure Cloud Engineer is responsible for the design, implementation, support, and optimization of solutions within the Microsoft Azure platform. This role plays a critical part in ensuring the reliability, security, and scalability of customer environments while supporting ongoing operations in a managed services context. The engineer collaborates with cross-functional teams to deliver high-quality cloud services aligned with business and customer objectives.Essential Functions: Monitor and manage service requests, incidents, and changes in accordance with defined SLAs and operational procedures. Provide L2/L3 technical support for Azure-based environments, ensuring timely resolution and customer satisfaction. Actively participate in incident response, escalation handling, and root cause analysis (RCA).Maintain clear and proactive communication with internal teams and customers regarding service status and risks. Design, deploy, and maintain Azure infrastructure (IaaS and PaaS) in line with best practices. Implement and manage identity, security, and governance solutions (Azure AD, RBAC, PIM, Policies).Optimize cloud environments for performance, cost, scalability, and reliability. Develop and maintain Infrastructure as Code (IaC) using ARM, Bicep, or Terraform. Support onboarding of new environments and customers into managed services. Collaborate with architecture, security, and application teams to ensure integrated solutions.Maintain accurate technical documentation, runbooks, and standard operating procedures. Continuously evaluate new Azure features and recommend improvements to existing environments. Participate in on-call rotations and support activities as required. Experience working within a Managed Services or MSP environment is highly preferred.Exposure to multi-tenant environments and shared service delivery models. Understanding of cost management and FinOps principles in Azure. Required Skills/Abilities/Competencies: Azure Virtual Machines, Storage, Networking (VNet, NSG, UDR) Azure WAN Knowledge Azure SQL Server Deployments Azure Active Directory, RBAC, PIMAzure Security services (Defender for Cloud, Key Vault, Firewall, DDoS Protection) Experience with Azure App registrations and EntraID. Azure DNS expertise. Monitoring and logging tools (Azure Monitor, Log Analytics, Application Insights) Experience building and managing Hub-and-Spoke network architectures.Proficiency in Infrastructure as Code tools (ARM, Bicep, Terraform). Strong troubleshooting skills across cloud, network, OS (Windows/Linux), and application layers. Knowledge of backup, disaster recovery, and high availability design. Experience with automation (PowerShell, Azure Automation, scripting).Familiarity with DevOps practices and CI/CD pipelines is a plus. Strong analytical and problem-solving capabilities in complex environments. Customer-focused mindset with ability to manage expectations effectively. Excellent communication skills (verbal and written) in English. Strong knowledge in Azure Backup and ASR.Strong organizational and time management skills with the ability to prioritize workload. Ability to translate technical concepts for non-technical stakeholders. Proactive approach to identify improvements and preventing issues. Effective collaboration with distributed and cross-functional teams.Education and Experience: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience). 5+ years of overall IT experience, with 3+ years focused on Microsoft Azure. Required / Preferred Certifications: AZ-104: Azure Administrator Associate (preferred/expected)AZ-500: Azure Security Engineer (preferred) , AZ-305: Azure Solutions Architect Expert (plus) ITIL Foundation (preferred) Physical Requirements: Primarily sedentary work in an office or remote environment. Ability to work occasional extended hours or participate in on-call rotations. Prolonged periods working on a computer and handling multiple systems simultaneously.We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.