Cloud R Analyst

Duties & Responsibilities

• Investigates and resolves complex Tier 2 incidents involving cloud-hosted production applications and infrastructure.
• Triages issues across application, database, network, infrastructure, and product teams, ensuring appropriate ownership and timely resolution.
• Manages incidents, requests, and operational tasks through ServiceNow in accordance with established priorities, escalation paths, and service-level agreements.
• Administers and supports production environments hosted on Microsoft Azure, including virtual machines, storage, networking, containers, and Kubernetes services.
• Troubleshoots application availability, performance, deployment, connectivity, container, Kubernetes, and Microsoft SQL-related issues.
• Supports and troubleshoots automated application deployments, CI/CD pipelines, product upgrades, customer go-lives, and other planned cloud activities.
• Escalates unresolved issues to Tier 3, Development, or other specialist teams and maintains ownership and follow-up through resolution.
• Serves as a technical subject-matter resource to Tier 1 Cloud Operations and other internal teams.
• Creates and maintains operational documentation, troubleshooting guides, and support procedures, and identifies opportunities for automation and continuous improvement.
• Supports occasional scheduled weekend activities, including deployments, upgrades, maintenance, and customer go-lives. This role does not require a regular on-call rotation.

Knowledge, Skills & Abilities

• Strong knowledge of Microsoft Azure administration, cloud architecture, virtual machines, storage, networking, and production infrastructure.
• Working knowledge of containers and Kubernetes, including the ability to troubleshoot pods, nodes, clusters, deployments, services, and related connectivity issues; experience with Azure Kubernetes Service is preferred.
• Advanced knowledge of Microsoft SQL Server and the ability to use SQL queries to investigate application, data, integration, and production issues.
• Strong analytical and troubleshooting skills, with the ability to diagnose moderately complex issues across application, cloud, database, network, and deployment layers.
• Working knowledge of CI/CD pipelines and deployment automation tools; experience with Azure DevOps, GitHub Actions, PowerShell, Terraform, or similar technologies is preferred.
• Understanding of cloud-networking concepts, including virtual networks, subnets, DNS, ports, firewalls, load balancers, certificates, and application connectivity.
• Ability to manage multiple priorities, make sound decisions during production incidents, and work independently within established processes and escalation paths.
• Strong communication, documentation, and collaboration skills, with the ability to work effectively across Tier 1, Tier 3, Development, Infrastructure, and other cross-functional teams.

Qualifications

• 3+ years of applicable experience in cloud operations, production support, application support, infrastructure operations, site reliability, DevOps support, or a related technical field.
• Hands-on experience administering or supporting Microsoft Azure production environments.
• Hands-on experience supporting containers and Kubernetes in a production or enterprise environment.
• Experience using Microsoft SQL Server for application or production troubleshooting.
• Experience managing escalated incidents, including P1, system-down, or other business-critical production issues.
• Experience supporting CI/CD pipelines, application deployments, upgrades, or release activities is preferred.
• Experience with ServiceNow or a comparable IT service-management platform is preferred.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.
• Relevant certifications such as Microsoft Azure Administrator Associate, Azure DevOps Engineer Expert, Certified Kubernetes Administrator, or equivalent are preferred but not required.
• Ability to support occasional scheduled weekend activities based on operational and customer requirements

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