Replacement | L3 Cloud Support Engineer

*Responsibilities* Financial Performance and Growth

• 0perate within department's Budget.
• Maintain records and reports as per Company's policies.
• Actively support the organisation's efforts regarding cost efficiencies and highlight areas where appropriate

Customer & Stakeholders

• Provide Level 3 cloud, network, infrastructure and security support within the Global Service 0perations team to Service desk and L support teams via online support ticketing system.
• Act as the routine contact point, receiving and handling escalation requests for Level 3 support.
• Respond to a range of Level 3 service requests and incidents for support by providing information to fulfil requests or enable resolution.
• Provide third line investigation and diagnosis and promptly escalate unresolved issues to external vendor support.
• Assist with the development of standards and apply these to track, monitor, report, resolve or escalate issues.
• Contribute to the creation of support documentation.
• Be available on call and provide out of hours support as required.

Process

• Follow the Standard 0perating Procedure to record, resolve and escalate tickets.
• Provide onsite and remote cloud Level 3 technical support as required.
• Use your technical service skills to resolve escalated cloud, network, security and infrastructure incidents and problems.
• Provide a range of Level 3 support services in line with processes which include troubleshooting, providing resolutions, deployment of Microsoft cloud services, etc with regards to UBT's internal products, services and software applications.
• Contributes to the planning and implementation of maintenance and installation work, including building and configuration of Cloud infrastructure, networking, security, infrastrcutre and service components.
• Identifies operational Cloud, network, infrastructure and security problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedure.
• Undertake problem management to identify root cause, provide RCA and raise changes
• Configures tools to automate the provisioning, testing and deployment of new and changed
• Follow agreed procedures and registers, categorising all incidents.
• Escalate any unresolved cases to external vendor technical support Cloud infrastructure, services and microsoervices
• Gather information to enable incident and problem resolution and promptly allocate to external vendor support incidents as appropriate necessary to resolve problems.
• Maintain records and advise relevant persons of actions taken.
• Create, update and maintain Cloud, network, infrastructure and security system and security documentation
• Use system management software and tools to collect agreed performance statistics and monitor cloud systems availaibility and capacity. Carry out agreed cloud, network, infrastructure and security systems and maintenance tasks.
• Identify and resolve issues with cloud services, following agreed procedures

*Requirements*

• Tertiary Qualifications in Information Technology or similar field.
• Microsoft/Azure certifications (e.g. AZ-103/104, MS-500, MS-101, AZ-500)
• Office 365 certifications (advantageous)
• Aruba network certification (advantageous)
• Security certifications (advantageous)
• 3+ years experience managing and deploying common Azure services (Virtual Machine, Databases, Storage, Virtual Network, Azure Resource Manager, Azure site recovery, Azure backups/restores, Azure High Availabitity, Azure microservices etc.)
• 3+ years experience managing and deploying common Office 365 services (users, security, sharepoint, exchange, teams, licensing, migrating Office 365 domains, AAD directory sync, hybrid AD environment)
• 3+ years experience implementing and managing Microsoft 365 security and compliance (DLP, Information governance, Advanced Threat Management, AIP, secure score)
• 3+ years experince in Azure designing, implementing and managing cloud networking and security experience (firewalls, network security groups, Express route, Azure VPN, Microsoft Azure networking and security best practices)
• 3+ years experience deploying new cloud workloads (Office 365, Azure)
• 3+ years experience designing, deploying, supporting and managing global networks (LANs and WANs)
• Strong Azure Security knowledge/implementation/monitoring
• Strong Cybersecurity experience (Email, Cloud, Infrastructure, Azure Sentinel, Endpoint, Defender for cloud and end points, Crowdstrike)
• Strong Network and infrastructure security knowledge/implementation/monitoring
• Experience in deployment and administration of SOL databases (MySOL, MSSOL, Azure Cosmos, Azure SOL as a service)
• Experience in Azure automation and powershell scripting
• Azure Active directory domain services, Azure B2C, on-prem domain controllers, conditional access, Azure AAD Sync, Hybrid AD
• Experience with Intune, Intune policy creation, device enrollment, device compliance, policy troubleshooting, Autopilot, powershell scripts
• Experience desgining and deploying Azure Virtual desktop
• Experience with Azure security centre (review and implementation of security recommendations, threat protection, JIT), Azure sentinel (or other SIEM)
• Experience in Azure availability and capacity management and monitoring
• Experience developing and implementation cloud and on-premise AD role based access control
• Strong experience with Windows server and Linux operating systems
• Virtualisation technologies (Microsoft Hyper-V)
• Experience in DevOps principles and practices
• Experience of developing and maintaining detailed technical documentation and KBs
• Experience mentoring and supporting Junior escalation teams
• Experience working across multiple customer sites
• Experience in working in a virtual team environment
• Experience working in Customer Service; IT Service Desk and or Telecommunication environment will be advantageous
• Strong multitasking and organizational skills.
• Willingness to work or relocate in the Angeles City Pampanga Office