Cloud Support Engineer - Acuity Analytics

Please note that for this role, you must be based in the UK, Malta, Bulgaria or Portugal.

About Us

Ascent has recently been acquired by Acuity Analytics, marking an exciting new chapter for our business and our people.

Acuity Analytics delivers deep insights and domain-led digital transformation to high-growth and regulated organisations. We combine talent, technology, and expertise to help our customers improve performance and operational efficiency.

As part of our continued growth, we are looking for an experienced Level 3 Cloud Support Engineer to join our Managed Services team.

About the Role

As a Level 3 Cloud Support Engineer, you will be a senior technical escalation point for our customer Azure environments, taking ownership of complex incidents, platform optimisation, security, governance, and continual improvement.

Reporting to the Head of Managed Services, you will work closely with engineering, service delivery, and customer teams while providing technical guidance to Level 1 and Level 2 engineers.

This is a hands-on role with the opportunity to influence technical standards, automation, monitoring, and how our Managed Services capability continues to evolve.

Skills and Experience Required

Technical Expertise

• 3+ years' experience supporting Microsoft Azure environments.
• 3+ years' experience within Managed Services or a multi-customer environment.
• Strong hands-on experience with enterprise Azure IaaS and PaaS.
• Strong Azure networking, compute, storage, identity, security, backup, and disaster recovery experience.
• Experience with Azure VMs, App Services, Function Apps, Azure SQL, AKS, and Azure Virtual Desktop.
• Strong knowledge of Microsoft Entra ID, RBAC, Conditional Access, PIM, Defender for Cloud, and Azure Policy.
• Experience with Azure Monitor, Log Analytics, Application Insights, DCRs, Grafana, and KQL.
• Infrastructure as Code experience with Terraform, Bicep, and ARM Templates.
• Strong PowerShell and Azure CLI scripting and automation skills.
• Experience with Azure DevOps, GitHub, and CI/CD.
• Experience with Azure Lighthouse and Microsoft Partner Center.

Support & Leadership

• Experience leading complex incidents, root cause analysis, and problem management.
• Strong understanding of ITIL-aligned Incident, Problem, Change, and Service Management.
• Experience mentoring and supporting Level 1 and Level 2 engineers.
• Strong customer-facing and stakeholder management skills.
• Ability to manage multiple customer environments and competing priorities.
• Strong technical documentation and problem-solving skills.
• Willingness to participate in a 24x7 on-call rota.

What You Will Do

• Act as the senior technical escalation point for complex Azure incidents and service requests.
• Lead major incident response, technical investigations, and root cause analysis.
• Mentor and provide technical guidance to Level 1 and Level 2 engineers.
• Support and optimise customer Azure infrastructure and platform services.
• Troubleshoot complex issues across compute, networking, storage, identity, applications, and security.
• Implement Azure security, governance, compliance, and identity controls.
• Design and improve monitoring and alerting using Azure Monitor, Log Analytics, Application Insights, Grafana, and KQL.
• Develop Infrastructure as Code using Terraform, Bicep, and ARM Templates.
• Automate operational tasks using PowerShell, Azure CLI, and Power Automate.
• Support customer migrations, modernisation, backup, and disaster recovery.
• Conduct platform health reviews and identify opportunities for optimisation and automation.
• Support customer environments through Azure Lighthouse and Microsoft Partner Center.
• Contribute to technical standards, runbooks, documentation, and continual service improvement.

Preferred Qualifications

• Microsoft Azure Administrator Associate (AZ-104)
• Microsoft Azure Security Engineer Associate (AZ-500)
• Microsoft Azure Solutions Architect Expert (AZ-305)
• ITIL v4 Foundation

Desirable Experience

• Azure Landing Zones
• Azure Kubernetes Service (AKS)
• Microsoft Sentinel
• FinOps and Azure Cost Management
• Azure Virtual Desktop
• Power Platform
• Cloud Adoption Framework (CAF)
• Azure Well-Architected Framework
• Multi-subscription and multi-tenant Azure environments

Why Join Us

At Acuity Analytics, you'll have the opportunity to work across complex enterprise Azure environments while helping shape and improve our Managed Services capability.

You'll solve challenging technical problems, influence standards and automation, mentor other engineers, and work closely with customers and technical teams.

People are at the Heart of our Business. By investing in people, we achieve exceptional results for our clients and create new opportunities for our teams to thrive.

If you have any questions contact our Talent Acquisition team on ta.admin@acuityanalytics.

For more details about Acuity Analytics please see here: Read here.