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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
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