Infrastructure CLOUD AZURE Engineer L3

KEY METRICS OF THE ENVIRONMENT

• Two Cloud providers: AWS and Azure
• Network services based on Juniper, Palo Alto, Fortigate, Cisco
• Security Service Edge (SSE) currently based on Zscaler
• 2000+ assets monitored (target -> 5000+)
• 600+ SDWAN sites deployed, new onboarding in progress (target -> 2000+)
• 28 Network & Cloud Services in Service Catalog
• 65 Projects Managed in 2024
• 90,000 users
• 5.000 Service Requests and 28.500 Incidents closed in 2024
• Europe, NORAM, LATAM, ANZ regions served on a 24x7 basis for P1/P2 related services, P3/P4 during business hours.

Key Objectives & KPIs

• Service Quality and Compliance

  : Deliver Infrastructure services aligned with ITIL best practices and global SLS Infrastructure governance standards. KPI Example: Incident Resolution SLA Compliance 90% or patching 95% with the given period.

• Operational Documentation

  : Responsible for up-to-date operations documents (SOP, HDL, LLD, ). KPI Example: 95%.

• Coaching and sharing information

  : Plan, organize and perform regular knowledge transfer sessions within the team. KPI Example: 4 per year

• Automation

  : Identify and contribute on automating repeating activities and/or quality improvement. KPI Example: 12 implemented per year

KEY RESPONSIBILITIES

Leadership & People Development

• Coach and guide level 2 team members and share knowledge and best practices.
• Define objectives and monitor KPIs, ensuring accountability for service quality and promoting a culture of continuous improvement
• Encourage open communication and regular feedback within the team to identify areas for growth and address challenges promptly
• Promote diversity and inclusion by recognising individual strengths and fostering a supportive environment where every team member feels valued

Service Delivery & Compliance

• Contribute on Infrastructure Cloud Azure Service delivery in line with ITIL best practices and procedures for service request, incident, problem, change, and release management
• Ensure compliance and performance, adhering to global Infrastructure governance, security, and operational standards, monitoring, patching, and implementing corrective actions
• Ensure continuous improvement with standardization, automation, decrease of support level.
• Contribute to team mindset on excellence in service quality and continuous improvement, within the OneITeam community
• Actively contribute and/or take the technical lead during escalation and major incident/P1 process and follow-up
• Ensure that documentation (SOP, HLD, LLD, ) is up to date
• Write non-standard changes and present team in SLS and Global CAB
• Define operations policies, SLOs, ensure tagging standards
• Maintain IaC frameworks, CI/CD pipelines, Golden images

Collaboration & Customer Engagement

• Coordinate with other Infrastructure support teams (Level 2-4), standardise processes, tools, and governance, ensuring seamless collaboration and fostering knowledge sharing and best practices
• Collaborate regularly with the Infrastructure Operations Manager and Service Delivery Managers to ensure alignment on service priorities, capacity planning, and customer requirements
• Build and maintain strong relationships within global SLS Infrastructure teams to ensure Infrastructure services meet evolving business and team needs.
• Actively contributing on the ISO 27001 certification and its roadmap
• Cost optimization and capacity planning in collaboration with our FinOps team
• Participate on our backup and disaster recovery strategy

PROFILE

Academic background & Experience

• Educated to Degree level or equivalent with a minimum of 5 years experience in IT Infrastructure domain network.
• Demonstrated success in performing similar Infrastructure service delivery type roles within large and complex organizations
• Proven experience in operating a multi-vendors, multi-services Cloud Azure environment.
• Experience working with global vendors and service providers

Behavioural Capabilities

• Demonstrate the ability to work along, inspire and motivate team members by fostering a positive work environment, recognising achievements, encouraging ownership, and empowering individuals to make decisions and contribute ideas that drive team success (lead by example)
• Work effectively as part of a broader global team by building strong relationships, sharing knowledge openly, and promoting a culture of trust and cooperation to achieve common goals across functions and regions
• Excellent and effective communicator with good inter-personal skills
• Good stakeholder management skills (multiple levels, multiple countries, multiple languages)
• Pro-active with enthusiasm to deliver results
• Demonstrate accountability by taking ownership of issues and ensuring smooth, agreed handovers and takeovers to maintain continuity and clarity
• Coach and guide level 2 team members and share knowledge and best practices.

Skills

• Fluent English speaking and writing at minimum C1 level
• Strong analytical and problem-solving skills
• Mandatory certification on ITIL or service management principles.
• Good knowledge on following Cloud Azure services:
• Azure Architecture : understand Azure Landing Zones (Hub & Spoke).
• Compute: Virtual Machines, Virtual Machines Scale Set (VMSS), Azure Kubernetes Service (AKS), App Services, Functions.
• Networking: vNet design, vNet peering, VPN/ExpressRoute, Load Balancers, Application Gateway, Front Door.
• Storage & Databases: Blob, Files, SQL Database.
• Security: Entra ID, Roles & RBAC, Key Vault.
• Monitoring & Observability: Azure Monitor, Log Analytics, Application Insights.
• Automation: ARM/Bicep, Terraform, GitHub Actions / Azure DevOps pipelines, Powershell.
• Familiarity with ITSM and CMDB tools (ServiceNow)
• Able to work within the mindset of a global operating company with the need/target of standardization and automation of Infrastructure services
• Able to actively contribute major incidents, ensure that root causes of issues are identified and that effective mitigations are applied