Cloud Support Engineer

The Managed Cloud Operations Engineer is responsible for delivering proactive and reactive cloud operations services to ensure the availability, security, performance, and cost efficiency of cloud and hybrid infrastructure environments. This role operates within a managed services model and supports both cloud-native and on-premise systems.

The position requires hands-on involvement in monitoring, incident management, security operations, backup and disaster recovery, cost optimization, and customer advisory services, while working closely with DevOps, security, and infrastructure teams.

Key ResponsibilitiesProactive Cloud Operations

• Provide 8x5 cloud infrastructure monitoring and notification covering:
• Compute resources (vCPU, memory, disk, and network)
• Operating systems (Windows and Linux)
• Databases (SQL, MySQL, MongoDB, and similar platforms)
• Antivirus and endpoint security events
• Resource utilization and performance metrics
• Produce  daily, weekly, and monthly backup status reports .
• Perform  critical infrastructure patch management to maintain security and stability.
• Conduct  monthly cost optimization and usage reviews , including:
• Right-sizing recommendations
• Capacity planning
• Consumption and usage trend analysis
• Monitor cloud security events and generate alerts for potential risks or anomalies.

Reactive Support Services

• Provide  Identity and Access Management (IAM)support.
• Deliver  managed database services , including SQL, MySQL, and MongoDB.
• Support  managed network services , including firewalls, WAF, and IDS/IPS platforms.
• Manage and support  CI/CD pipelines as part of DevOps operations.
• Perform  backup and business continuity / disaster recovery (BCDR) management , including:
• Disaster recovery drills conducted twice per year
• Manage  antivirus and antimalware platforms .
• Handle  configuration change requests (unlimited scope).
• Manage  infrastructure incidents (unlimited scope), including escalation and coordination.
• Perform  problem resolution and root cause analysis for all Priority 1 (P1) incidents.

Architecture, Optimization & Advisory

• Provide  technical solution design and consultation for cloud and infrastructure initiatives.
• Perform  cost optimization and performance tuning across cloud environments.
• Manage  encryption and key management solutions.
• Support  on-premise infrastructure services , including:
• Windows and Linux operating systems
• DHCP
• DNS
• Deliver  customer success advisory , providing guidance on best practices, optimization opportunities, and operational improvements.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience in cloud operations or managed services environments.
• Strong understanding of cloud infrastructure, operating systems, databases, networking, and security fundamentals.
• Experience with monitoring, incident management, backup, disaster recovery, and cost optimization.
• Familiarity with DevOps practices, CI/CD pipelines, and infrastructure automation.
• Strong troubleshooting, analytical, and communication skills.

Preferred Skills & Certifications

• Experience supporting hybrid cloud and on-premise environments.
• Cloud platform certifications (e.g., Azure, AWS, or equivalent).
• Knowledge of security monitoring, encryption, and key management practices.