Cloud Support Engineer

Job Requirements

Job Summary:

We are seeking a Cloud & IT Infrastructure Support Specialist with hands-on expertise in AWS, Azure, Windows infrastructure, cloud monitoring, identity management, and enterprise IT support. The role involves troubleshooting cloud/infrastructure issues, incident management, access administration, monitoring, and supporting cloud-hosted workloads.

Key Responsibilities

Monitor, troubleshoot, and support AWS, Azure, hybrid cloud, and Windows environments.

Support AWS EC2, VPC, IAM, S3, CloudWatch and apply AWS Well-Architected practices.

Administer Azure, Azure AD/Entra ID, Active Directory, Windows Server, Windows 10/11, and VMs.

Troubleshoot cloud connectivity, authentication, access, application, network, and infrastructure issues.

Monitor infrastructure and cloud resources using CloudWatch, Checkmk, and similar tools.

Manage users, groups, permissions, security groups, and access policies across AD/Entra ID and AWS IAM.

Support RDP, Citrix Virtual Apps and Desktops, remote access, and virtual desktop environments.

Manage incidents, service requests, escalations, and root-cause analysis using ServiceNow and Jira Service Management (JSM).

Follow ITIL Incident, Problem, and Change Management processes and ensure SLA adherence.

Support cloud migrations, deployments, maintenance, patching, and change activities.

Troubleshoot enterprise and cloud-hosted applications, including access and permission issues.

Collaborate with Cloud, Infrastructure, Application, and Engineering teams to resolve complex issues.

Maintain SOPs, technical documentation, incident records, and knowledge articles.

Mandatory Technical Skills

AWS: EC2, VPC, IAM, S3, CloudWatch, AWS Well-Architected Framework

Azure: Azure, Azure AD/Entra ID, Virtual Machines

Infrastructure: Windows Server, Windows 10/11, Active Directory, RDP, Citrix

ITSM: ServiceNow, Jira Service Management, ITIL, Incident/Problem/Change Management

Monitoring: CloudWatch, Checkmk

Other: Cloud troubleshooting, hybrid cloud, cloud migration, network/connectivity troubleshooting, SLA management, root-cause analysis.

Work Experience

5-7Years