Cloud Support Engineer

Excelon Solutions; Manassas (VA); On-site; USD 140,000 - 190,000; Full time

Job summary

Excelon Solutions is seeking an Azure Support Delivery Lead with 10+ years of IT service delivery and Azure expertise to manage 24x7 global cloud operations on-site in Manassas, VA. The role emphasizes incident management, governance, automation, and strong leadership across enterprise accounts.

You will drive SLA compliance, manage escalations, and mentor teams while coordinating with stakeholders and ensuring secure, high-availability Azure environments.

Qualifications

• 10+ years in IT service delivery and Azure operations.
• Experience managing 24x7 global cloud operations.
• Strong incident management and escalation capabilities.

Responsibilities

• Lead 24x7 Azure IaaS/PaaS support operations with SLA adherence.
• Identify skill gaps and drive process improvements.
• Manage major incidents and root-cause analyses per ITIL.
• Monitor SLA, KPIs, CSAT/NPS, and service performance.
• Oversee enterprise customer relationships and expectations.
• Drive automation, security, and governance enhancements.
• Lead large global teams and mentor engineers.
• Manage budgets, staffing, and delivery timelines.
• Drive continuous improvement through action plans.

Skills

Azure IaaS

Azure PaaS

Azure SaaS

ITIL processes

ServiceNow/Jira

Education

ITIL Foundation/Intermediate

Tools

Azure Monitor

Log Analytics

Azure Policy

Azure governance

Job description

Location: Manassas, VA (On-site 5 days in office)

Job Description

Seeking a results-driven, Azure Solutions-certified Support Delivery Lead with 10+ years of IT service delivery and Azure expertise. Must have proven experience managing 24x7 global cloud operations, ITIL processes, SLA governance, major incidents, and enterprise escalations. Strong ability to identify service gaps, lead high-performing teams, drive automation, and ensure secure, reliable, high-availability Azure operations aligned with

Required Skills & Experience

1- VM knowledge

2) PAAS

3) NW

4) Ticketing, ITIL

• Strong expertise in Microsoft Azure IaaS, PaaS, and SaaS offerings.
• Familiarity with Azure governance, security, cost management, and monitoring tools (e.g., Azure Monitor, Log Analytics, Azure Policy).
• Understanding of hybrid cloud, networking, and identity management (Azure AD, IAM, MFA).
• Proficient in ITIL processes and service management tools (e.g., ServiceNow, Jira).

Key Roles & Responsibilities – Azure Support Delivery Lead

• Service Delivery: Lead 24x7 Azure IaaS/PaaS support operations, ensuring availability, performance, and SLA compliance.
• Gap Analysis: Identify gaps in team skills, processes, service delivery, and operations; provide actionable improvement reports.
• Incident Management: Manage critical incidents, escalations, root cause analysis, and timely resolution using ITIL best practices.
• SLA & KPIs: Monitor SLA compliance, CSAT/NPS, incident resolution times, and service performance.
• Customer Management: Manage enterprise customers, stakeholders, expectations, and service improvement initiatives.
• Automation & Compliance: Drive AI-based automation, operational efficiency, Azure security, and governance improvements.
• Team Leadership: Lead large-scale global support teams, identify skill gaps, mentor engineers, and improve team capabilities.
• Resource Management: Manage budgets, staffing, resource allocation, and delivery timelines.
• Continuous Improvement: Drive measurable improvements through gap analysis, corrective actions, and performance reporting.
• Experience: 10+ years in IT service delivery and extensive Microsoft Azure cloud support experience, with strong problem-solving and decision-making skills.
• Certifications: Azure Solutions Architect Expert or Azure Administrator Associate preferred; ITIL Foundation/Intermediate required (ITIL Expert a plus).