Azure Integration Support Engineer/AIS Support Engineer

Role & responsibilities

Monitoring & First-Line Support

• Monitor integration workflows, transactions, dashboards, and alerts for failures and performance issues
• Identify and classify incidents based on impact and urgency
• Perform first-level troubleshooting using predefined runbooks and knowledge articles

Incident & Service Request Management

• Create, update, and maintain accurate incident and service request records
• Capture logs, error details, and diagnostic information to support escalation
• Escalate complex, recurring, or unresolved issues to senior engineers in a timely manner
• Provides 24x7 Level 1 monitoring and first-response support through rotational shifts
• Performs alert triage, ticket creation, and runbook-based remediation
• Escalates incidents to Level 2/3 in line with defined SLAs and escalation procedures
• Participates in shift handovers and operational reporting

Operational Assistance

• Assist with retries, replays, and authorised data correction activities under supervision
• Participate in incident bridge calls and coordination activities when required
• Support post-incident activities, including documentation updates and knowledge capture

Learning & Development

• Develop foundational skills in Azure Integration Services and cloud operations
• Follow operational standards, security controls, and compliance requirements
• Actively build technical capability toward Level 2 support responsibilities

Preferred candidate profile

Essential

• Basic understanding of APIs (REST), HTTP methods, and response codes

• Foundational knowledge of:

• Messaging systems (queues, topics)

• Event-driven integration concepts

• Exposure to Azure Logic Apps, Azure Service Bus, or similar integration platforms

• Familiarity with incident, problem, and service request management processes

• Strong analytical skills, attention to detail, and willingness to learn

Preferred

• Microsoft Azure Fundamentals (AZ-900) certification
• Exposure to enterprise integration platforms or middleware support
• Basic understanding of ITIL concepts and service management practices.