· 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.

· Apply DevOps/SRE tooling and practices (CI/CD pipelines, infrastructure as code, source control, observability) where they improve reliability, consistency, and scale of managed cloud operations.

· 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.

· Minimum Required - 3+ years in customer-facing IT infrastructure, cloud operations, systems administration, or managed services support.

· Hands-on experience with at least one major cloud platform, with strong operational capability in one of Azure, AWS, OCI, or GCP.

· Experience supporting incidents, requests, changes, or recurring administration activities in production environments.

· Familiarity with Windows and/or Linux server operations, identity and access concepts, networking fundamentals, and monitoring tools.

· Preferred - Experience in a managed services, consulting, or multi-customer support environment, with working familiarity across additional cloud platforms considered a plus.

· Working knowledge of PowerShell, Python, Bash, infrastructure as code, CI/CD, or other automation tooling used to support cloud operations.

· Relevant cloud, operations, or platform certifications are a plus.

· 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.

· Familiarity across core Azure services (Compute, Networking, Entra ID, Storage, Azure Monitor, Azure Policy) with the ability to advise customers on Azure architecture and operational best practices.

· 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

o Support initiatives beyond area of responsibility

o Encourage cross team interaction

o Achieve success through others and not just self-actions