L3 CLoud Operations Engineer

This is a remote position.

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/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/IDS web filtering and high-availability configurations
  
• Manage Cisco Meraki environments on a 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/L2 including complex OS corruption driver conflicts and application compatibility
  
• Design and optimize Intune/Endpoint Manager deployment strategies including Autopilot compliance policies and application packaging
  
• Architect Group Policy structures and managing 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 teams capabilities and service delivery
  

QUALIFICATIONS

• Minimum 5 years of experience in a third line (L3) or senior helpdesk/service desk/cloud operations role within an MSP or MSSP environment
  
• At least 2 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
  
• Proven track record 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 expert 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/DHCP DFS Certificate Services and PowerShell automation
  
• Expert-level Windows desktop troubleshooting and endpoint management (Intune Autopilot SCCM/MECM)
  
• Advanced networking: TCP/IP VLANs routing (OSPF BGP basics) subnetting wireless enterprise design and WAN optimization
  
• Strong Fortinet FortiGate experience: advanced firewall policies SD-WAN VPN (SSL and IPsec) IPS/IDS and HA 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
  
• 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/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 related field
  

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.