CloudOps Engineer

Salary Range: £45,000 - £55,000 + bonus (depending on experience)

Work Location: Remote

Hours per week: 37.5

Contract type: Permanent

About the Role

We are seeking a highly skilled and customer focused CloudOps Engineer to join our team. This role is critical in supporting and optimising live customer cloud environments, ensuring their operational stability and satisfaction. You will act as the primary point of contact for escalations from the support team (4th line support) and take the lead in customer service meetings to provide expert guidance and build strong customer relationships.

Key Responsibilities:

Customer-Focused Cloud Operations

• Act as the primary escalation point for the support team, providing expert-level assistance to resolve critical technical issues impacting live customers
• Collaborate with customers to review their cloud environment performance, address challenges, and propose operational improvements
• Conduct root cause analysis for recurring issues and implement preventative measures to enhance reliability
• Ensure operational stability and adherence to service level agreements
• Monitor and report on cloud system performance and resource usage, proactively identifying opportunities for optimisation

Customer Engagement

• Lead customer service meetings to discuss ongoing operations, performance, and planned improvements
• Act as a trusted advisor, understanding customer requirements and ensuring their needs are met with the highest level of service
• Provide clear and actionable reports on the status and health of customer environments
• Foster strong relationships with customers, ensuring a high level of satisfaction and trust

4th Line Support:

• Serve as the expert contact for the internal support team, assisting with escalated issues that require advanced troubleshooting and in-depth cloud knowledge.
• Collaborate with engineering teams to resolve complex incidents and identify long-term solutions.
• Maintain a deep understanding of customer-specific configurations and environments to ensure efficient incident resolution.

Operational Excellence

• Contribute to process improvement initiatives to enhance operational efficiency and customer satisfaction.
• Ensure compliance with industry standards, security policies, and operational guidelines.
• Maintain up-to-date documentation of customer environments, processes, and support procedures.

Key Qualifications

Technical Skills.

• Proficiency in managing cloud platforms such as Azure.
• Advanced troubleshooting and diagnostic skills for cloud and application environments.
• Familiarity with monitoring tools (e.g., Azure Monitor, Ninja) and performance analysis.
• Understanding of IT infrastructure and networking (e.g., VPCs, VPNs, DNS).
• Knowledge of IAC tools (e.g., Terraform, Ansible) is a plus but not required.

Support Experience.

• Experience providing 4th line or advanced technical support in live, customer-facing environments.
• Proven ability to resolve critical incidents under pressure while maintaining clear communication with stakeholders.
• Strong understanding of ITIL processes, including incident, problem, and change management.

Customer Engagement Skills:

• Demonstrated ability to lead customer-facing service reviews and technical discussions.
• Excellent communication skills with the ability to simplify complex technical concepts for non-technical stakeholders.
• Strong interpersonal and relationship-building skills.

Soft Skills:

• Strong problem-solving abilities and attention to detail
• Confidence in leading meetings and guiding both technical and non-technical stakeholders.
• Ability to manage multiple priorities and work effectively in high-pressure situations.
• Collaborative mindset, working well within cross-functional teams.

Experience and Certifications:

• 3+ years of experience in cloud operations, customer support, or similar roles.
• Certifications (Preferred): Azure Administrator Associate.