L3/L4 Azure Support Engineer

Why WWT?

At World Wide Technology, we work together to make a new world happen.

Our important work benefits our clients and partners as much as it does our people and communities across the globe.

WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All.

We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution.

WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe.

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all.

WWT has grown in India over the last few years to 300+ employees, increasing its footprints in major cities including Mumbai, Bengaluru, Hyderabad, Gurgaon & Pune.

WWT India is ranked 8th by Great Place to Work for 2025 in mid-sized category and in Top 25 by Indias Best Workplaces for Culture of Innovation 2025.

Key Responsibilities :

Operations & Support :

- Monitor, manage, and maintain day-to-day operations of Azure environments, ensuring high availability and performance.

- Respond to alerts, incidents, and service requests in a 24x7 support environment, including participation in on-call rotations.

- Troubleshoot and resolve complex Azure infrastructure and platform issues across IaaS and PaaS services.

- You would be working in EST hours (7 : 30am to 3pm EST/5pm to 12 : 30am IST).

- Post 6 months you would be required to work EST hours (at least 5 hours of overlap).

Incident & Escalation Management :

- Act as an escalation point for Priority 1 / critical incidents, driving end-to-end resolution with urgency.

- Perform root cause analysis (RCA) for major incidents and document findings for continuous improvement.

- Collaborate with Microsoft support and third-party vendors to resolve complex platform issues.

Automation & Optimization :

- Develop and maintain automation scripts for routine operational tasks, deployments, and remediation activities.

- Identify opportunities for continuous improvement, cost optimization, and operational efficiency across client environments.

Governance & Security :

- Define and enforce Azure Policy, RBAC, and tagging standards to support governance, compliance, and chargeback/showback models.

- Provide recommendations and support for improving security posture, including Defender for Cloud and best practices.

Client & Stakeholder Engagement :

- Provide technical guidance to clients and internal teams on architecture best practices, cost optimization strategies, and platform reliability improvements.

- Maintain clear communication during incidents, including regular updates and post-incident summaries.

Documentation & Knowledge Sharing :

- Create and maintain technical documentation, runbooks, and knowledge base articles.

- Deliver mentorship sessions and knowledge sharing within the team on Azure services, security, and governance.

Required Skills :

- 10 years of total experience and more than 5 years of experience in technical support, cloud operations, or infrastructure management, preferably within Managed Services (MSP) environments supporting multiple client tenants at scale.

- Deep expertise in Microsoft Azure services, including :

1. Strong hands-on experience with Azure IaaS, including design considerations for high availability, scalability, and security.

- Proficiency with automation and scripting tools :

1. PowerShell.

2. ARM / Bicep templates (infrastructure as code).

3. Exposure to Terraform (good to have).

- Solid understanding of ITIL processes (Incident, Problem, Change Management) and experience working in SLA-driven environments with ticketing systems.

- Experience with monitoring and observability tools :

1. Azure Monitor, Log Analytics.

2. LogicMonitor (or similar) for infrastructure monitoring.

- Strong knowledge of hybrid cloud and on-prem integration :

1. Azure Arc, Azure Stack / Azure Local.

- Hands-on experience with Windows, including troubleshooting OS-level issues in cloud environments.

- Experience with virtualization and on-prem technologies :

1. Windows Server, Hyper-V.

2. Storage Spaces Direct (S2D) Optional.

- Strong understanding of Azure cost management and optimization strategies, including :

1. Reserved Instances (RIs), Savings Plans Must have.

2. Azure Hybrid Benefit (AHB) Optional.

3. Right-sizing and auto-scaling recommendations good to know.

4. CloudHealth (VMware Tanzu) for cost optimization.

- Familiarity with Azure billing constructs and support models :

1. CSP, EA, MCA subscriptions optional.

2. Subscription design, consolidation, and migration strategies optional.

- Optional Experience using 3rd-party tools such as :

1. Compute : Virtual Machines, App Services.

2. Networking : VNets, NSGs, VPN Gateway, ExpressRoute, Load Balancers.

3. Identity : Entra ID (Azure AD), RBAC, Conditional Access.

4. Data : Storage Accounts.

5. End-user platforms : Azure Virtual Desktop (AVD) Required.

6. Microsoft Defender for Cloud Optional.

7. Azure Policy and governance controls Optional.

Good to have skills :

- Experience working in multi-tenant MSP environments, handling multiple customer subscriptions simultaneously.

- Strong ability to prioritize competing incidents and workloads under pressure.

- Experience with DevOps practices, CI/CD pipelines, or Git-based workflows (nice to have).

- Familiarity with compliance frameworks (ISO, SOC, NIST) and their implementation in Azure.

- Strong customer-facing communication skills, especially in escalations and executive updates.

- Ability to own issues end-to-end, from triage through resolution and post-incident improvement.

Certifications :

- Microsoft Certified : Azure Administrator Associate (AZ-104).

- Microsoft Certified : Azure Solutions Architect Expert (AZ-305) optional.

- Azure Security Engineer (AZ-500).

- Azure Network Engineer (AZ-700).

- ITIL Foundation (v4).

Benefits :

- The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees :

- Health and Wellbeing : Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program.

- Financial Benefits : Competitive pay, Profit Sharing, PF Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement.

- Paid Time Off : PTO & Holidays, Parental Leave, Sick Leave, Day of Caring for social responsibility, Bereavement.

Skills

Azure, Monitoring Tools, Incident Management, Technical Support, IaaS, PaaS, Azure Infrastructure, Knowledge Management, ITIL, Hyper-V, Change Management