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SUMMARY
As an L3 Cloud Operations Engineer, you are the senior technical leader within our Cloud Operations team. This role combines deep hands-on technical expertise with technical leadership, mentoring, and operational oversight. You will serve as the highest-level escalation point within the service desk function, tackling the most complex incidents across cloud infrastructure, networking, security, and back-end systems for our global hedge fund and financial services clients.
Beyond individual technical contribution, you will provide technical guidance and mentorship to L1 and L2 engineers, drive process improvements, lead major incident resolution, and act as a bridge between the service desk and senior engineering leadership. You set the standard for technical excellence, client communication, and operational maturity across the team. This role reports directly to the Head of US Managed Services, with a natural career progression into a Team Lead position within the US Managed Services organization.
JOB RESPONSIBILITIES
Technical Leadership and Mentorship
- Serve as the senior technical leader for the L1 and L2 Cloud Operations Engineers, providing day-to-day guidance, coaching, and knowledge transfer.
- Lead by example on complex incidents, walking junior engineers through advanced troubleshooting methodologies and resolution strategies.
- Define and maintain standard operating procedures, runbooks, and escalation workflows to ensure consistent and high-quality service delivery.
- Act as the technical point of contact during operational hours, overseeing ticket queues, prioritization, and SLA adherence across the team.
- Conduct internal training sessions and knowledge sharing on new technologies, processes, and client-specific environments.
- Identify skill gaps within the team and recommend training paths and certification goals to the Head of Managed Services.
Senior Technical Escalation and Incident Management
- Serve as the highest-level technical escalation point within the service desk, resolving the most complex incidents spanning cloud, networking, security, and back-end infrastructure.
- Own and lead major incident processes end-to-end, including triage, communication, escalation to third parties, root cause analysis, and post-incident reviews.
- Perform advanced troubleshooting across multi-tenant Azure environments, hybrid infrastructure, and complex networking topologies.
- Coordinate with third-party vendors, ISPs, and technology partners during critical incidents and change management activities.
- Drive problem management initiatives to identify trends, reduce repeat incidents, and improve overall service reliability.
- Document and track all escalations, major incidents, and problem records in Jira Service Management with thorough root cause analysis.
Cloud and Infrastructure Operations
- Architect and manage complex Azure environments, including Azure AD, Conditional Access, Azure Virtual Desktop (AVD), Azure Networking (VNets, NSGs, ExpressRoute), and Azure Automation.
- Administer and optimize Office 365 tenants at an advanced level, including Exchange Online mail flow, hybrid configurations, security and compliance policies, and tenant-to-tenant migrations.
- Manage and troubleshoot Windows Server infrastructure (2016, 2019, 2022) at an advanced level, including Active Directory design, Group Policy architecture, DNS and DHCP, DFS, and Certificate Services.
- Oversee VMware ESXi and virtualization environments, including capacity planning, performance optimization, host management, and migration strategies.
- Lead VDI environment management, including Azure Virtual Desktop, Citrix, and thin client deployments at scale.
Networking and Security
- Perform intermediate to advanced network troubleshooting and configuration across TCP/IP, DNS, DHCP, VLANs, routing protocols, and WAN connectivity.
- Configure and manage Fortinet FortiGate firewalls, including advanced policy management, SD-WAN, IPS or IDS, web filtering, and high-availability configurations.
- Manage Cisco Meraki environments at scale, including complex wireless deployments, SD-WAN, switch stacking, and security appliance policies.
- Design, configure, and troubleshoot SSL VPN and IPsec VPN solutions across multiple client environments.
- Perform advanced Cisco networking tasks, including routing configuration (OSPF, BGP basics), ACLs, inter-VLAN routing, and spanning tree optimization.
- Lead wireless network design and troubleshooting, including site surveys, heat mapping, controller-based and cloud-managed deployments.
Desktop and Endpoint Expertise
- Serve as the subject matter expert for advanced desktop and endpoint issues that cannot be resolved at L1 or L2, including complex OS corruption, driver conflicts, and application compatibility.
- Design and optimize Intune or Endpoint Manager deployment strategies, including Autopilot, compliance policies, and application packaging.
- Architect Group Policy structures and manage complex AD environments across multiple client tenants.
Client Relationship and Service Coordination
- Liaise directly with client stakeholders on escalated issues, service reviews, and change management activities.
- Support client onboarding and handover processes, ensuring smooth transitions and comprehensive documentation.
- Collaborate with the account management teams on client escalations, service improvement plans, and quarterly business reviews.
- Contribute to pre-sales technical assessments and scoping for new client engagements.
Automation, Process Improvement, and Jira Workflow Management
- Design and implement automation solutions using PowerShell, Azure Automation, and other scripting tools to eliminate manual overhead and improve operational efficiency.
- Own and optimize Jira Service Management workflows, SLA configurations, dashboards, and reporting for the Cloud Operations team.
- Manage Jira project boards for change management, infrastructure projects, and operational improvement initiatives.
- Lead process improvement initiatives across the service desk, including SLA optimization, ticket workflow refinement, and monitoring enhancements.
- Evaluate and recommend new tools, technologies, and processes to enhance the team’s capabilities and service delivery.
QUALIFICATIONS
- A minimum of five or more years of experience in a third-line (L3) or senior helpdesk, service desk, or cloud operations role within an MSP or MSSP environment.
- At least two years of experience in a technical leadership, senior escalation, or mentorship capacity.
- Extensive experience supporting enterprise Windows environments, Microsoft Azure, Office 365, and hybrid infrastructure.
- A proven track record of leading major incident resolution and driving root cause analysis in client-facing environments with stringent SLAs.
- Hands-on experience with Jira Service Management and Jira for project and change management.
Technical Skills
- Subject matter expertise in Microsoft Azure (Azure AD, AVD, Networking, Automation, Conditional Access, ExpressRoute) and Office 365 administration.
- Advanced Windows Server administration (2016, 2019, 2022): AD architecture, GPO design, DNS and DHCP, DFS, Certificate Services, and PowerShell automation.
- Expert-level Windows desktop troubleshooting and endpoint management (Intune, Autopilot, SCCM or MECM).
- Advanced networking: TCP/IP, VLANs, routing (OSPF, BGP basics), subnetting, wireless enterprise design, and WAN optimization.
- Strong Fortinet FortiGate experience, including advanced firewall policies, SD-WAN, VPN (SSL and IPsec), IPS or IDS, and high-availability configurations.
- Advanced Cisco Meraki management and intermediate Cisco IOS networking (switching, routing, ACLs).
- VMware ESXi and virtualization: capacity planning, performance tuning, migration, and host management.
- Advanced PowerShell scripting and automation experience with proven results in reducing manual operational overhead.
- Experience with monitoring and alerting platforms (e.g., PRTG, Datadog, Azure Monitor, LogicMonitor).
Leadership and Soft Skills
- Demonstrated technical leadership ability, with experience guiding, coaching, and developing junior and mid-level engineers.
- Exceptional client communication skills, with the ability to manage expectations and deliver difficult messages professionally.
- Strong organizational skills, with the ability to manage competing priorities across multiple clients and team responsibilities.
- A strategic thinker with a proactive approach to identifying and resolving operational challenges before they impact service delivery.
- ITIL Foundation certification or demonstrated working knowledge of ITIL service management frameworks.
Nice to Have
- Microsoft certifications: AZ-104, AZ-305, AZ-500, MS-102, or similar.
- Fortinet NSE 4+ certifications.
- Cisco CCNP, CCNA, or Meraki certifications.
- ITIL Intermediate or higher certifications.
- Experience with SIEM platforms, EDR solutions, and security incident response.
- DevOps exposure: CI/CD pipelines, Infrastructure as Code (Terraform, ARM or Bicep templates).
- SQL proficiency in operational reporting and data analysis.
- Prior experience in financial services, hedge funds, or trading technology environments.
- A degree in Computer Science, Information Technology, or a related field.
JOB REQUIREMENTS
Details
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Details
