The L3 Cloud Operations Engineer serves as the senior technical leader and highest-level escalation point for complex cloud, networking, and security incidents. This role involves mentoring junior engineers, driving process improvements, and managing major incident resolution across global client environments.
SUMMARY
As an L3 Cloud Operations Engineer, you are the senior technical leader within our Cloud Operations team. This role combines deep hands-on technical expertise with technical leadership, mentoring, and operational oversight. You will serve as the highest-level escalation point within the service desk function, tackling the most complex incidents across cloud infrastructure, networking, security, and back-end systems for our global hedge fund and financial services clients.
Beyond individual technical contribution, you will provide technical guidance and mentorship to L1 and L2 engineers, drive process improvements, lead major incident resolution, and act as a bridge between the service desk and senior engineering leadership. You set the standard for technical excellence, client communication, and operational maturity across the team. This role reports directly to the Head of US Managed Services, with a natural career progression into a Team Lead position within the US Managed Services organization.
JOB RESPONSIBILITIES
Technical Leadership and Mentorship
Serve as the senior technical leader for the L1 and L2 Cloud Operations Engineers, providing day to day guidance, coaching, and knowledge transfer
Lead by example on complex incidents, walking junior engineers through advanced troubleshooting methodologies and resolution strategies
Define and maintain standard operating procedures, runbooks, and escalation workflows to ensure consistent and high-quality service delivery
Act as the technical point of contact during operational hours, overseeing ticket queues, prioritization, and SLA adherence across the team
Conduct internal training sessions and knowledge sharing on new technologies, processes, and client-specific environments
Identify skill gaps within the team and recommend training paths and certification goals to the Head of Managed Services
Senior Technical Escalation and Incident Management
Serve as the highest-level technical escalation point within the service desk, resolving the most complex incidents spanning cloud, networking, security, and back-end infrastructure
Own and lead major incident processes end-to-end, including triage, communication, escalation to third parties, root cause analysis, and post-incident reviews
Perform advanced troubleshooting across multi-tenant Azure environments, hybrid infrastructure, and complex networking topologies
Coordinate with third-party vendors, ISPs, and technology partners during critical incidents and change management activities
Drive problem management initiatives to identify trends, reduce repeat incidents, and improve overall service reliability
Document and track all escalations, major incidents, and problem records in Jira Service Management with thorough root cause analysis
Cloud and Infrastructure Operations
Architect and manage complex Azure environments including Azure AD, Conditional Access, Azure Virtual Desktop (AVD), Azure Networking (VNets, NSGs, ExpressRoute), and Azure Automation
Administer and optimize Office 365 tenants at an advanced level, including Exchange Online mail flow, hybrid configurations, security and compliance policies, and tenant-to-tenant migrations
Manage and troubleshoot Windows Server infrastructure (2016/2019/2022) at an advanced level, including Active Directory design, Group Policy architecture, DNS/DHCP, DFS, and Certificate Services
Oversee VMware ESXi and virtualization environments including capacity planning, performance optimization, host management, and migration strategies
Lead VDI environment management including Azure Virtual Desktop, Citrix, and thin client deployments at scale
Networking and Security
Perform intermediate to advanced network troubleshooting and configuration across TCP/IP, DNS, DHCP, VLANs, routing protocols, and WAN connectivity
Configure and manage Fortinet FortiGate firewalls including advanced policy management, SDWAN, IPS/IDS, web filtering, and high-availability configurations
Manage Cisco Meraki environments at scale, including complex wireless deployments, SD-WAN, switch stacking, and security appliance policies
Design, configure, and troubleshoot SSL VPN and IPsec VPN solutions across multiple client environments
Perform advanced Cisco networking tasks including routing configuration (OSPF, BGP basics), ACLs, inter-VLAN routing, and spanning tree optimization
Lead wireless network design and troubleshooting including site surveys, heat mapping, controller-based and cloud-managed deployments
Desktop and Endpoint Expertise
Serve as the subject matter expert for advanced desktop and endpoint issues that cannot be resolved at L1/L2, including complex OS corruption, driver conflicts, and application compatibility
Design and optimize Intune/Endpoint Manager deployment strategies including Autopilot, compliance policies, and application packaging
Architect Group Policy structures and manage complex AD environments across multiple client tenants
Client Relationship and Service Coordination
Liaise directly with client stakeholders on escalated issues, service reviews, and change management activities
Support client onboarding and handover processes, ensuring smooth transitions and comprehensive documentation
Collaborate with the account management teams on client escalations, service improvement plans, and quarterly business reviews
Contribute to pre-sales technical assessments and scoping for new client engagements
Automation, Process Improvement, and Jira Workflow Management
Design and implement automation solutions using PowerShell, Azure Automation, and other scripting tools to eliminate manual overhead and improve operational efficiency
Own and optimize Jira Service Management workflows, SLA configurations, dashboards, and reporting for the Cloud Operations team
Manage Jira project boards for change management, infrastructure projects, and operational improvement initiatives
Lead process improvement initiatives across the service desk, including SLA optimization, ticket workflow refinement, and monitoring enhancements
Evaluate and recommend new tools, technologies, and processes to enhance the team’s capabilities and service delivery
QUALIFICATIONS
Experience
Minimum 5+ years of experience in a third line (L3) or senior helpdesk/service desk/cloud operations role within an MSP or MSSP environment
At least 2 years of experience in a technical leadership, senior escalation, or mentorship capacity
Extensive experience supporting enterprise Windows environments, Microsoft Azure, Office 365, and hybrid infrastructure
Proven track record leading major incident resolution and driving root cause analysis in client facing environments with stringent SLAs
Hands-on experience with Jira Service Management and Jira for project and change management
Technical Skills
Subject matter expert in Microsoft Azure (Azure AD, AVD, Networking, Automation, Conditional Access, ExpressRoute) and Office 365 administration
Advanced Windows Server administration (2016/2019/2022): AD architecture, GPO design, DNS/DHCP, DFS, Certificate Services, and PowerShell automation
Expert-level Windows desktop troubleshooting and endpoint management (Intune, Autopilot, SCCM/MECM)
Advanced networking: TCP/IP, VLANs, routing (OSPF, BGP basics), subnetting, wireless enterprise design, and WAN optimization
Strong Fortinet FortiGate experience: advanced firewall policies, SD-WAN, VPN (SSL and IPsec), IPS/IDS, and HA configurations
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