Managed Services - Senior Cloud Engineer

Duties/Responsibilities

• Monitor and support cloud infrastructure, platform services, and operational tooling across customer environments. 

• Respond to incidents, service requests, alerts, and escalations; perform triage, troubleshooting, service restoration, and follow-through to resolution. 

• Execute standard changes and recurring operational tasks including provisioning, deprovisioning, access changes, maintenance activities, backup validation, patching coordination, and platform hygiene. 

• Administer cloud resources across compute, storage, networking, identity, security, and governance services within one or more major cloud providers. 

• Follow established ITSM processes for incident management, request fulfillment, change execution, escalation, documentation, and customer-facing status communication in accordance with service expectations. 

• Participate in customer meetings, status calls, and service reviews in a professional and courteous manner. 

• Work with Team Leads, Senior Cloud Engineers, architects, and other service delivery groups to resolve issues and complete operational work. 

• Assist with monitoring, alerting, tagging, policy management, cost visibility, and compliance-related operational activities. 

• Use scripting, automation and AI tools to improve consistency and reduce repetitive effort; familiarity with DevOps/SRE tooling is highly beneficial but not the primary emphasis of the role. 

• Participate in an after-hours/on-call rotation and support weekend work for major incidents, maintenance windows, and customer-approved change activity, as needed. 

• Other job duties as assigned. 

 

Education and Experience

• Minimum Required - 3+ years in customer-facing IT infrastructure, cloud operations, systems administration, or managed services support. 

• Hands-on experience with at least one major cloud platform, with strong operational capability in one of Azure, AWS, OCI, or GCP. 

• Experience supporting incidents, requests, changes, or recurring administration activities in production environments. 

• Familiarity with Windows and/or Linux server operations, identity and access concepts, networking fundamentals, and monitoring tools. 

• Preferred - Experience in a managed services, consulting, or multi-customer support environment, with working familiarity across additional cloud platforms considered a plus. 

• Working knowledge of PowerShell, Python, Bash, infrastructure as code, CI/CD, or other automation tooling used to support cloud operations. 

• Relevant cloud, operations, or platform certifications are a plus. 

Knowledge , Skills and Abilities

• Strong troubleshooting, operational execution, and issue ownership skills in live production environments. 

• Ability to prioritize competing tickets and tasks, manage time effectively, and meet commitments across multiple customers or workstreams. 

• Clear, professional verbal and written communication skills for customer-facing interactions and internal collaboration. 

• Strong documentation discipline, attention to detail, and respect for change control and operational process. 

• Working knowledge of identity and access management, RBAC, least privilege, security groups/firewall concepts, DNS, and core networking fundamentals. 

• Familiarity with monitoring, alerting, logging, event response, and core ITSM disciplines used in managed cloud operations. 

• Ability to work independently, escalate appropriately, and collaborate effectively across immediate, extended, and external teams. 

• Familiarity with source control, pipelines, infrastructure as code, observability, and related DevOps/SRE concepts as supporting skills, not as the primary focus of the role. 

• Ability to travel as required. 

• Must be a self-starter and able to work without constant supervision. 

• Consistently exhibits a positive attitude towards AHEAD and its customers. 

• Works well with immediate, extend and external teams, a true team player. 

• Consistently meets expectations in terms of customer-facing, writing, presentation and problem-solving skills. 

• Consistently exhibits a positive attitude towards AHEAD and its customers. 

• Willing to go the extra mile when asked to do so (i.e., time outside of normal working hours to support a customer initiative, production roll-out, could also be > 40 hours for short intervals). 

• Highly respected by peers and sales team. 

• Culture 

• Support initiatives beyond area of responsibility 

• Encourage cross team interaction 

• Achieve success through others and not just self-actions