Cloud & Infrastructure Operations Engineer (L2) - Managed Services

InCommon; India; Remote; INR 1,200,000 - 1,800,000; Full time

Job summary

InCommon is seeking a hands-on Cloud & Infrastructure Operations Engineer (L2) for a Melbourne MSP client. The role is 100% remote from India, with a 5-day week and rotating 24x7 shifts.

You will monitor, patch, back up, and manage incidents across Windows Server, Azure, and Microsoft 365, using N-central, NinjaOne, ConnectWise, or Datto. Strong MSP experience and ITIL familiarity are prized.

Qualifications

• 3–6 years in IT infrastructure operations or MSP.
• Hands-on MSP experience with multiple customer environments under SLA.
• Strong Windows Server, Azure, and Microsoft 365 administration.
• Experience with Veeam or Azure Backup for backups.
• Familiar with RMM platforms and ITIL incident/change management.

Responsibilities

• Monitor environments, triage alerts, and raise incidents based on impact.
• Investigate and resolve incidents using logs and metrics; escalate as needed.
• Identify recurring issues and support root-cause analysis.
• Deploy and validate patches across client environments.
• Ensure backups complete and data is recoverable.
• Implement approved changes under ITIL change control.
• Tune alerts to reduce noise and maintain documentation.

Skills

Windows Server Admin

Azure Admin

Microsoft 365 Admin

Backup & Recovery

RMM Monitoring

ITIL Processes

English Communication

Tools

N-central

NinjaOne

ConnectWise

Datto

Veeam

Azure Backup

Job description

Role: Cloud & Infrastructure Operations Engineer (L2) - Managed Services

Remote | India

Experience: 3 to 6 years

About the Client

InCommon is hiring on behalf of a client, an Australian-owned Managed Service Provider (MSP) headquartered in Melbourne. Our client runs day-to-day IT operations for mid-market customers across infrastructure, cloud, security, and Microsoft 365, keeping their environments secure, available, and performing to agreed service levels, 24x7.

Mandatory Requirement

This role is open only to candidates with hands‑on experience at a Managed Services Provider (MSP), supporting multiple external customer environments under SLA.

About the Role

We're looking for an Operations Engineer (L2) to join our client's India-based Managed Services team. You'll monitor, maintain, and support customer infrastructure and cloud environments across multiple accounts. You will triage alerts, resolve incidents, run patching and backups, and implement approved changes. This is a hands‑on technical role for someone who wants to get to the root cause of a problem, not just close the ticket.

What You'll Own

• Monitoring & Event Management: Monitor customer environments through RMM tools (e.g., N-central), assess alerts by business impact, and raise incidents when they are needed.
• Incident Resolution: Investigate and fix incidents using logs, monitoring data, and performance metrics. Escalate to senior or specialist engineers on time when service restoration is at risk.
• Problem Analysis: Spot recurring alerts and failures, gather the evidence, and support root cause analysis.
• Patch Management: Deploy and validate patches across client environments, and fix failures and exceptions.
• Backup & Recovery: Make sure backups complete and data is recoverable. Investigate and resolve failed jobs.
• Change & Configuration: Implement approved changes under ITIL change control, and keep configuration records (CIs) accurate.
• Alert Tuning: Help tune monitoring thresholds and automated remediation to reduce alert noise.
• Documentation: Keep clear records of investigations, actions taken, and knowledge articles.

What We're Looking For

• 3 to 6 years of hands‑on experience in IT infrastructure operations, NOC, or managed services. Pure L1 service‑desk backgrounds will not be a fit.
• Strong Windows Server administration: Active Directory, DNS, DHCP, Group Policy, and file services.
• Experience supporting Microsoft Azure: virtual machines, networking, storage, backup, and hybrid identity.
• Experience administering Microsoft 365: Exchange Online, SharePoint Online, Teams, and Entra ID.
• Hands‑on experience with backup tools such as Veeam or Azure Backup, including fixing failed jobs.
• Experience with RMM or monitoring platforms such as N‑central, NinjaOne, ConnectWise, Datto, or similar.
• Working knowledge of ITIL processes: incident, problem, change, and configuration management.
• Willingness to work rotational 24x7 shifts, including night shifts.
• Clear written and spoken English for customer updates and ticket notes.

Good to Have

• Prior experience at an MSP supporting multiple customers under SLA.
• Microsoft Intune, Defender for Endpoint or Defender XDR, and Azure Virtual Desktop.
• PowerShell scripting and task automation.
• Awareness of security frameworks such as Essential 8 or CIS benchmarks.
• Certifications: AZ‑104, AZ‑900, MS‑900, CompTIA Server+/Network+/Security+, or ITIL v4 Foundation.

Working Schedule

• 100% remote, 5 days a week, on a rotational shift roster.
• Shift timings (IST): 06:00 to 14:00, 14:00 to 22:00, and 22:00 to 06:00.
• Night shift allowance for every shift worked between 22:00 and 06:00.
• Occasional after‑hours work as required.

What Success Looks Like

• Incidents resolved on time within SLA, with the right escalations and clear documentation.
• Patching, backup, and maintenance compliance targets met across every assigned customer.
• Recurring issues identified and fixed at the source, with less alert noise over time.
• Configuration records and knowledge articles that are current and reliable.