Senior Cloud Operations Engineer (L3) - Azure & M365 Expert

iSupport Worldwide; Metro Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Above-industry salary package

HMO benefits

Free learning and development

Dynamic company events

Promotion opportunities

Free meals and snacks

Job summary

iSupport Worldwide is seeking a Cloud Operational Engineer (L3) to act as the senior escalation point for Microsoft 365, Entra ID, Azure, Intune, and related cloud services. You will drive incident resolution, RCA, automation, and platform reliability for multiple client tenants.

Responsibilities include monitoring alerts, performing RCA, managing privileged access, configuring SSO/SAML, and maintaining runbooks and Confluence documentation.

Qualifications

• 6-10+ years in Cloud Operations or related fields.
• Experience as L3/Senior Engineer or SME.
• Advanced MS 365, Entra ID, Azure admin capabilities.

Responsibilities

• Monitor and triage platform alerts and incidents.
• Lead RCA and drive preventive actions.
• Manage Entra ID lifecycles, group memberships, licensing.
• Administer Azure RBAC, PIM, and App Registrations.
• Provide client-facing technical communication during major incidents.

Skills

Cloud Operations

Identity Management

Microsoft 365 admin

Azure RBAC

MFA

SAML Federation

SCIM Provisioning

DNS management

Automation with PowerShell

Incident management

Client facing communication

Confluence documentation

Tools

PowerShell

Confluence

ServiceNow

Microsoft Graph PowerShell

Job description

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (Remote)

What is your mission?

We are looking for a Cloud Operational Engineer (L3) to serve as the senior operational escalation point across Microsoft 365, Microsoft Entra ID, Microsoft Azure, Microsoft Intune, endpoint, identity, and cloud infrastructure services. You will drive incident resolution, root cause analysis, automation, platform reliability, operational governance, and multi-tenant service delivery while supporting complex enterprise environments and maintaining high service standards.

You will provide the best service to our partner brands by performing these tasks:

• Monitor, triage, investigate, and resolve platform alerts across the monitoring estate covering availability, performance, capacity, and configuration drift.

• Evaluate alerts to distinguish genuine service impact from non-impacting events and respond appropriately.

• Identify recurring alert patterns and convert them into problem records, automation opportunities, and service improvement initiatives.

• Own operational response for managed file transfer and scheduled job failures, including reruns, validation activities, and client communications.

• Manage Microsoft Entra ID user and guest lifecycle activities, group memberships, cross-tenant collaboration, attribute updates, and licensing changes.

• Administer Azure RBAC and Privileged Identity Management (PIM) role assignments within approved scope catalogs and manage time-bound privileged access.

• Create and maintain App Registrations and Service Principals, including API permissions, admin consent, and secret and certificate lifecycle management.

• Proactively manage credential hygiene through scheduled rotation and renewal of secrets and certificates before expiration.

• Investigate authentication failures, analyze Conditional Access policy behavior, assess security impacts, and support security investigations involving Multi-Factor Authentication (MFA).

• Administer Microsoft 365 services including Exchange Online mail flow, shared mailboxes, distribution lists, quarantine management, anti-spam controls, SharePoint Online, OneDrive, and Microsoft Teams governance and policy management.

• Perform DNS administration, managed zone updates, domain onboarding, and management of SPF, DKIM, and DMARC records.

• Manage access and permissions across Microsoft Fabric, Databricks, Snowflake, and Azure SQL environments.

• Configure, support, and troubleshoot enterprise applications, Single Sign-On (SSO) integrations, SAML Federation, and SCIM Provisioning for third-party SaaS platforms.

• Administer Microsoft Intune policies, configurations, and application deployments across Windows, macOS, iOS, and Android devices.

• Troubleshoot session, profile, access, and user experience issues within Azure Virtual Desktop (AVD) and Windows 365 Cloud PC environments.

• Resolve availability, performance, access, and capacity issues across virtual machine estates and cloud infrastructure platforms.

• Serve as the technical lead during major incidents and provide clear, client‑facing technical communication under pressure.

• Lead root cause analysis activities for significant and recurring incidents and drive preventive and corrective actions through closure.

• Identify systemic risks and recurring failures, establish problem records, and assign remediation ownership.

• Escalate complex issues to engineering teams with documented symptoms, diagnostics completed, working hypotheses, and clearly defined outcomes.

• Author, maintain, review, and validate operational runbooks, troubleshooting guides, escalation criteria, standards, and knowledge articles.

• Maintain documentation in Confluence and ensure documentation accurately reflects the live environment.

• Record completed work with clear documentation of requests, actions taken, validations performed, and closure outcomes.

• Design, build, maintain, and improve PowerShell automation that is idempotent, reusable, safe to test, fully documented, and suitable for operational environments.

• Identify and eliminate repetitive operational activities through automation, workflow optimization, and self‑service solutions.

• Recommend monitoring, alerting, and operational improvements supported by evidence and operational insights.

• Deliver services across multiple client tenants while maintaining strict tenant isolation and governance controls.

• Operate within delegated administration models, privileged access workflows, and break‑glass procedures while understanding associated audit requirements.

• Apply operational standards consistently across client environments and identify deviations from established standards.

• Support compliance requirements aligned with SOC 2, ISO 27001, and UK GDPR obligations.
  

Who are we looking for?

• 6-10+ years of experience in Cloud Operations, Cloud Engineering, Identity Management, Workplace Engineering, or related operational disciplines.

• Proven experience operating at an L3 Engineer, Senior Engineer, or Subject Matter Expert (SME) level.

• Demonstrated experience serving as the final escalation point for complex technical issues within production environments.

• Advanced administration experience across Microsoft 365, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams.

• Deep, hands‑on expertise with Microsoft Entra ID, including Conditional Access, Multi‑Factor Authentication (MFA), Single Sign-On (SSO), Privileged Identity Management (PIM), App Registrations, Service Principals, and Microsoft Graph Permissions.

• Strong operational experience within Microsoft Azure, including RBAC, Subscription Management, Resource Group Management, Virtual Machines, Storage Accounts, Key Vault, and Log Analytics.

• Expert-level administration of Microsoft Intune across Windows, macOS, iOS, and Android platforms.

• Production‑level PowerShell automation and scripting experience, including Microsoft Graph PowerShell.

• Hands‑on experience supporting Azure Virtual Desktop (AVD) and Windows 365 Cloud PC environments.

• Experience configuring and supporting SAML Federation, SCIM Provisioning, and enterprise SaaS integrations.

• Experience administering DNS and managing SPF, DKIM, and DMARC records.

• Experience with monitoring and observability platforms such as Azure Monitor or Zabbix.

• Hands‑on experience with ServiceNow, including Incident Management, Request Fulfillment, SLA Management, and Problem Management processes.

• Previous experience within an MSP, Managed Services, or multi‑tenant operational environment.

• Experience supporting multiple Microsoft 365 and Microsoft Azure tenants concurrently.

• Strong understanding of Identity Security, Zero Trust, Least‑Privilege Access, and Delegated Administration principles.

• Experience creating, maintaining, and improving technical documentation, operational runbooks, knowledge base articles, and standards documentation within Confluence.

• Strong knowledge of ITIL‑based Service Management practices.

• Relevant Microsoft Certifications, including AZ‑104, SC‑300, MS‑102, or MD‑102.

• Experience supporting regulated industries such as Insurance, Financial Services, Healthcare, Cybersecurity, or similarly governed environments.

• Excellent troubleshooting, incident management, problem management, and root cause analysis capabilities.

• Excellent client‑facing communication skills with the ability to communicate complex technical concepts to non‑technical stakeholders.

Company Perks:

• Above‑industry salary package and incentives

• Comprehensive HMO benefits and life insurance from day 1

• Free learning and development courses for your personal and career growth

• Dynamic company events

• Opportunities for promotion

• Free meals and snacks