Cloud Command Tech Leader

Cloud Direct; Wes-Kaap; On-site; ZAR 400,000 - 600,000; Full time

Benefits offered by this job

Responsible time off (uncapped annual leave)

Group Life and Disability Insurance

Fitness cash contribution

Pension fund contribution

Medical insurance contribution

Employee Assistance Programme

Enhanced maternity & paternity leave

Job summary

Cloud Direct, located in South Africa, is seeking a Technical Lead to provide support to clients and the Cloud Command Center team. This role involves leading troubleshooting efforts, maintaining system administration, and ensuring adherence to SLAs.

The ideal candidate will possess a strong background in Microsoft cloud technologies with proven mentoring skills. Benefits include uncapped annual leave and various insurance contributions.

Qualifications

• 2+ years in a 24/7 support team or advanced troubleshooting role.
• Strong expertise in Microsoft cloud technologies.
• Experience mentoring and training engineers.

Responsibilities

• Lead troubleshooting, QA, configuration, and deployment.
• Monitor alerts and event logs for SLA adherence.
• Identify process inefficiencies and recommend improvements.

Skills

Technical Leadership

System Administration

Microsoft cloud technologies

Incident management

Training and mentoring

Documentation skills

Education

ITIL Foundation Certification

Tools

PRTG

Azure Monitor

ServiceNow

Log Analytics Alerts

Job description

Overview

As a frontier partner, we grow through great people, smart tech, and teamwork between humans and AI. We’re looking for a Technical Lead to provide around‑the‑clock support to our clients and the Cloud Command Center (CCC) team.

Responsibilities

• Technical Leadership & System Administration – Lead troubleshooting, QA, configuration, integration, maintenance, and deployment. Define, develop, document, and implement technical processes, standards, and best practices. Drive overall team efficiency, ensuring high‑quality incident handling, SLA adherence, and proactive monitoring.
• Support system administration for Cloud Direct Command Center, including SCCM, MDM, Microsoft Intune, Microsoft Endpoint Manager, VM Workspace ONE, AirWatch, and related tools.
• Serve as the primary technical escalation point for complex or unresolved issues before escalation to T2 engineers, resolver groups, or external vendors.
• Monitor alerts and event logs, respond promptly, and track SLA adherence, ensuring high‑priority cases are handled appropriately.
• Identify trends and recurring incidents, recommend proactive mitigation strategies, and oversee/ improve the Cloud Command Center Knowledge Base (KB) documentation.
• Mentor and guide team members in troubleshooting techniques, providing regular training sessions, technical deep dives, and knowledge‑sharing forums.
• Work closely with the Team Leader to improve team performance, knowledge sharing, and service quality.

• Process Improvement & Automation – Identify process inefficiencies and workflow gaps, recommending improvements. Work with internal teams to automate repetitive tasks and reduce manual workloads.
• Ensure SOPs and KB articles are well documented and consistently followed.
• Evaluate and enhance monitoring tools to improve alerting and response.
• Lead or contribute to projects that enhance service delivery, optimize operations, or introduce new technical capabilities for customers.

• Customer Engagement & Relationship Management – Monitor customer interactions and intervene when necessary to uphold relationships and service excellence. Ensure team members provide clear, professional updates to customers, particularly during extended investigations or escalations.

Qualifications

• ITIL Foundation Certification or demonstrable ITIL best practices experience.
• 2+ years in a 24/7 support team or advanced troubleshooting role within a managed service provider or cloud support environment.
• Strong expertise in Microsoft cloud technologies.
• Experience with event monitoring tools (e.g., PRTG, Azure Monitor, ServiceNow, Sentinel Alerts, Log Analytics Alerts).
• Strong incident management and problem resolution skills within an SLA‑driven environment.
• Experience mentoring, training, and upskilling engineers.
• Strong documentation experience, including knowledge base articles and technical process documentation.

Benefits

• Responsible time off (uncapped annual leave).
• Group Life, Disability, Income Cover, and Trauma Insurance.
• Fitness cash contribution.
• Pension fund contribution.
• Medical insurance contribution.
• Employee Assistance Programme.
• Enhanced maternity & paternity leave.
• Opportunities for professional development, mentoring, and advancement.
• Culture of excellence with recognition and rewards.

EEO Statement

At Cloud Direct, we believe that diversity, equity, and inclusion are essential to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered. We welcome applicants from all backgrounds and reflect the diverse communities we serve. We encourage candidates of all races, ethnicities, genders, sexual orientations, ages, abilities, and socioeconomic statuses.