Senior Azure Infrastructure Engineer

We are seeking a highly experienced, results-driven Senior Azure Infrastructure Engineer with over 15 years in IT service delivery and over 10 years specializing in Microsoft Azure environments. Proven expertise in leading 24x7 global cloud operations, ensuring high availability, performance, and security across mission-critical workloads. Skilled in ITIL processes, SLA governance, and major incident management. Identify gaps and Adept at building high-performing support teams, driving automation, and delivering measurable service improvements. Strong record of managing enterprise clients, resolving complex escalations, and aligning Azure support operations with business goals.

**Key Responsibilities**

**Service Delivery Leadership**

* Identify Gaps in the current teams' knowledge, expertise, Oversee end-to-end delivery of Azure cloud support services across Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and related workloads.

* Manage escalations, ensure timely resolution of incidents, service requests, and problem tickets. ( Do an gap analysis and provide report for changes)

* Ensure SLAs, KPIs, and contractual commitments are consistently met or exceeded. ( Do an gap analysis and provide report for changes)

* Coordinate with Azure architects, engineers, and technical support teams for proactive service improvement.

**Customer Engagement & Relationship Management**

* Understand client business objectives and translate them into actionable delivery strategies.

* Drive customer satisfaction and retention through high-quality support and proactive engagement.

**Operational Excellence & Continuous Improvement**

* Implement ITIL best practices for incident, problem, change, and capacity management. ( Do an gap analysis and provide a report for changes)

* Monitor service performance metrics and identify areas for optimization. ( Do an gap analysis and provide report for changes)

* Champion automation, self-service, and AI-driven support enhancements in Azure environments. ( Do an gap analysis and provide report for changes)

* Ensure compliance with security, governance, and regulatory requirements. ( Do an gap analysis and provide report for changes)

**Team Leadership & Development**

* Identify necessary gaps in the current team and mentor the team of Azure support engineers, technical leads, and service coordinators.

* Foster a culture of collaboration, innovation, and accountability.

* Conduct performance reviews, identify training needs, and build Azure skill capabilities within the team.

**Required Skills & Experience**

**Technical Skills**

* Strong expertise in Microsoft Azure IaaS, PaaS, and SaaS offerings.

* Familiarity with Azure governance, security, cost management, and monitoring tools (e.g., Azure Monitor, Log Analytics, Azure Policy).

* Understanding of hybrid cloud, networking, and identity management (Azure AD, IAM, MFA).

* Proficient in ITIL processes and service management tools (e.g., ServiceNow, Jira).

**Leadership & Delivery Skills**

* Proven experience managing large-scale cloud support or operations teams.

* Strong stakeholder management and customer-facing communication skills.

* Excellent problem-solving and decision-making abilities under pressure.

* Ability to manage budgets, resources, and delivery timelines effectively.

* SLA compliance, Customer satisfaction (CSAT/NPS) score , Incident and problem resolution time.

* Team performance and skill growth.

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* Microsoft Certified: Azure Solutions Architect Expert or Azure Administrator Associate (preferred).

* ITIL Foundation/Intermediate certification required (ITIL Expert a plus).

Pay: $119,000.00 - $145,000.00 per year

Work Location: In person