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5CA · IT - Administration

Senior Cloud Support

· Job Posted February 22, 2026
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Job Description

The Senior Cloud Support role is responsible for advanced operational support, stability, and security of the organization’s cloud environments with a primary focus on Microsoft Azure, Azure Virtual Desktop, and Microsoft 365. The role provides L2 technical expertise, resolves complex incidents, implements changes, and ensures reliable monitoring, backup, and compliance with security standards. This position requires strong technical knowledge, analytical problem-solving skills, and the ability to work independently when handling critical issues while also guiding junior team members. Shift: 15.00 - 00.00 CET. Days off: Saturday and Sunday.

Job Responsibility

  • Ticket Resolution & Request Fulfilment: Respond to and resolve incidents and requests within the agreed SLAs
  • Handle user and complex incidents across Azure, AVD, and M365
  • Problem management: identify recurring issues, perform root-cause analysis
  • Escalation management: engage L3/vendor support only after thorough triage
  • Change Implementations (Cloud Deployments, Updates, Security Changes): Plan and execute changes within the cloud infrastructure
  • Security changes: implement, update, and maintain policies and security updates
  • Versioning and traceability: commit infra and configuration changes to source control
  • Monitoring of Systems & Networks (Availability, Security & Capacity): Tune monitoring and alerting in Azure Monitor and Log Analytics
  • Proactive capacity management: track trends, forecast needs, and recommend scaling strategies
  • SLA reporting: publish monthly availability, MTTR, and capacity headroom
  • Backups Management (Policy, Testing, Restores): Manage backups for Azure workloads and M365
  • Perform routine restore tests and document RTO and RPO evidence
  • Audit and compliance: ensure backup jobs succeed, alerts are actioned
  • Azure Platform Operations: Resource governance: apply tags, budgets, cost alerts, Azure Policies, and landing zones
  • Networking: support VNets, peering, firewalls, NSGs
  • OS and platform patching: coordinate patch cycles for VMs, AVD images, and PaaS services
  • Performance optimization and cost control: right-size VMs, commit savings plans
  • Azure Virtual Desktop (AVD): Image lifecycle: maintain golden images, update, test, and roll back
  • Host pool management: scaling plans, autoscale, drain modes, connection diagnostics
  • Application delivery: MSIX app attach, app masking
  • Security: harden session hosts, configure conditional access
  • Microsoft 365 & Endpoint: Service administration: Exchange Online, SharePoint, OneDrive, Teams, Entra ID
  • Endpoint management (Intune): device compliance, configuration profiles, update rings, app deployment
  • Identity and access: conditional access, MFA, PIM, role assignments
  • Collaboration hygiene: Teams lifecycle and expiry, SharePoint site controls
  • Security and Compliance Support: Security compliance: implement, update, and maintain policies, baselines, and security updates
  • First responder and handler: triage alerts escalated by the SOC
  • Response actions: disable user sessions or tokens, rotate secrets and keys, isolate hosts
  • Automation, Scripting, and Runbooks: Automate frequent tasks with PowerShell, Azure CLI, Logic Apps, or Functions
  • Runbooks: write clear, step-by-step runbooks for common incidents
  • CI/CD integration: use pipelines for template validation, static analysis, and controlled deployments
  • Documentation, Knowledge, and Stakeholder Communication: Documentation as a deliverable: create diagrams, architecture decisions (ADR), service definitions
  • Communications: provide timely updates during incidents and changes
  • Mentoring: coach L1 and L2 staff and conduct knowledge-transfer sessions

Requirements

  • AZ-104: Azure Administrator Associate certification
  • 2+ years of experience in IT support or service desk
  • 3+ years of hands-on experience supporting Azure and/or Microsoft 365 environments
  • Experience in L2 or senior support capacity resolving complex cloud or infrastructure issues
  • Hands-on experience with Azure resource configuration, virtual machines, networking, AVD, identity, and monitoring
  • Experience with backup management and disaster recovery processes
  • Familiarity with cybersecurity fundamentals and security incident handling and cloud security tooling
  • Experience with ITIL (incident, request fulfillment, change and problem management) and ticketing systems
  • Microsoft Azure administration (compute, storage, networking, governance)
  • Azure Virtual Desktop management (host pools, images, FSLogix)
  • Microsoft 365 administration (Teams, SharePoint, Exchange, OneDrive, Intune)
  • Strong PowerShell scripting and automation capabilities
  • Understanding of Azure Monitor, Log Analytics, and alerting
  • Understanding of identity and access management (Azure AD/Entra ID)
  • Experience with infrastructure as code tools
  • Experience working with Azure DevOps Pipelines (build, release, and YAML-based CI/CD pipelines)
  • Experience with Azure security tools
  • Operating System: Windows 10 or 11 (64-bit) or OS X 11 and later
  • Processor: Quadcore processor i5-8260U or stronger
  • Memory: 8GB RAM
  • Graphics card: Integrated Graphics
  • Download: 10 Mbps
  • Upload: 10 Mbps
  • Latency: <200 over 15 minutes period
  • Mobile phone with Android 8 or newer or iOS 15 or newer

Nice to have

  • SC-900: Microsoft Security, Compliance, and Identity Fundamentals
  • AZ-500: Azure Security Engineer
  • AZ-140: Azure Virtual Desktop
  • MS-102: Microsoft 365 Administrator
  • ISO 27001: 2022 Foundations

What we offer

  • A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
  • A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages
  • Innovative digital tools, and continuous opportunities for learning and development
  • Fun employee engagement activities and participation in 5CA employee-lead communities
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