Monitor and support cloud infrastructure, platform services, and operational tooling across customer environments. 

Respond to incidents, service requests, alerts, and escalations; perform triage, troubleshooting, service restoration, and follow-through to resolution. 

Execute standard changes and recurring operational tasks including provisioning, deprovisioning, access changes, maintenance activities, backup validation, patching coordination, and platform hygiene. 

Administer cloud resources across compute, storage, networking, identity, security, and governance services within one or more major cloud providers. 

Follow established ITSM processes for incident management, request fulfillment, change execution, escalation, documentation, and customer-facing status communication in accordance with service expectations. 

Participate in customer meetings, status calls, and service reviews in a professional and courteous manner. 

Work with Team Leads, Senior Cloud Engineers, architects, and other service delivery groups to resolve issues and complete operational work. 

Assist with monitoring, alerting, tagging, policy management, cost visibility, and compliance-related operational activities. 

Use scripting, automation and AI tools to improve consistency and reduce repetitive effort; familiarity with DevOps/SRE tooling is highly beneficial but not the primary emphasis of the role. 

Participate in an after-hours/on-call rotation and support weekend work for major incidents, maintenance windows, and customer-approved change activity, as needed. 

Other job duties as assigned. 

Strong troubleshooting, operational execution, and issue ownership skills in live production environments. 

Ability to prioritize competing tickets and tasks, manage time effectively, and meet commitments across multiple customers or workstreams. 

Clear, professional verbal and written communication skills for customer-facing interactions and internal collaboration. 

Strong documentation discipline, attention to detail, and respect for change control and operational process. 

Working knowledge of identity and access management, RBAC, least privilege, security groups/firewall concepts, DNS, and core networking fundamentals. 

Familiarity with monitoring, alerting, logging, event response, and core ITSM disciplines used in managed cloud operations. 

Ability to work independently, escalate appropriately, and collaborate effectively across immediate, extended, and external teams. 

Familiarity with source control, pipelines, infrastructure as code, observability, and related DevOps/SRE concepts as supporting skills, not as the primary focus of the role. 

Ability to travel as required. 

Must be a self-starter and able to work without constant supervision. 

Consistently exhibits a positive attitude towards AHEAD and its customers. 

Works well with immediate, extend and external teams, a true team player. 

Consistently meets expectations in terms of customer-facing, writing, presentation and problem-solving skills. 

Consistently exhibits a positive attitude towards AHEAD and its customers. 

Willing to go the extra mile when asked to do so (i.e., time outside of normal working hours to support a customer initiative, production roll-out, could also be > 40 hours for short intervals). 

Highly respected by peers and sales team. 

Culture 

Support initiatives beyond area of responsibility 

Encourage cross team interaction 

Achieve success through others and not just self-actions