About this role
The Senior 3rd Line Azure Engineer & Technical Customer Contact is a key role within Managed Services Operations, responsible for delivering expert-level technical support while acting as the primary technical liaison for assigned customers.
This position combines advanced Azure and infrastructure engineering expertise with strong customer engagement, service coordination, communication, and organizational capabilities. The successful candidate will not only resolve complex technical issues and implement infrastructure changes but also build trusted customer relationships, coordinate technical activities, and drive continuous service improvement.
Working closely with Service Delivery Managers, Coordinators, Project Teams, and Customers, this role ensures operational excellence, technical governance, and high levels of customer satisfaction.
Key Responsibilities:
Technical Leadership
Provide advanced 3rd line support for Azure and Microsoft infrastructure platforms. Investigate and resolve complex incidents and problem tickets. Perform root cause analysis and implement permanent solutions. Lead technical implementation of changes, upgrades, migrations, and infrastructure projects. Support disaster recovery, backup, resiliency, and security initiatives. Drive automation and operational efficiency. Act as escalation point for 2nd line engineers. Review and validate technical procedures and operational documentation. Coach and mentor less experienced engineers. Technical Customer Contact
Serve as the primary technical point of contact for assigned customers. Develop a deep understanding of customer environments, business priorities, and critical services. Maintain regular communication with customer stakeholders. Participate in service reviews and technical governance meetings. Lead technical discussions and provide expert advice during customer engagements. Support Service Delivery Managers with operational and technical customer topics. Build trusted relationships with customers and internal stakeholders. Provide technical consultancy for new initiatives, projects, and service improvements Operations Coordination & Service Management
Monitor operational performance for assigned customers. Ensure critical incidents receive appropriate attention and escalation. Coordinate technical activities required for RFCs, maintenance activities, and patching schedules. Support incident management and post-incident reviews. Assist in service reporting and operational reviews. Perform regular reviews of ticket scope, service boundaries, and operational processes. Work closely with Service Delivery Managers, Coordinators, and Project Managers to maintain service quality and customer satisfaction. Documentation & Governance
Maintain comprehensive technical documentation. Create and update infrastructure diagrams, operational procedures, and customer-specific documentation. Ensure documentation quality and consistency. Support transitions from project delivery to operational support. Participate in documentation audits and annual reviews. Contribute to CMDB accuracy and governance activities. Ensure knowledge is effectively shared across teams. Experience & Qualifications
Minimum 5+ years of experience in infrastructure engineering or cloud operations.
Strong hands-on experience with Microsoft Azure.
Experience working in Managed Services or enterprise support environments.
Experience leading complex technical incidents and change implementations.
Experience interacting directly with customers and stakeholders.
Excellent written and spoken English.
Nice to have:
Microsoft Azure Certifications (AZ-104, AZ-305, AZ-500 or equivalent).
ITIL Foundation certification.
Experience with enterprise ITSM platforms.
Experience in customer governance and service review meetings.
Experience coordinating technical teams and customer-facing activities.
Technical Skills:
Azure Infrastructure
Azure Virtual Machines
Storage Accounts
Virtual Networks
Availability Sets & Availability Zones
Azure Resource Manager (ARM)
Infrastructure as Code (IaC)
Azure Networking
Virtual Networks (VNet)
Network Security Groups (NSG)
Azure Load Balancer
VPN Gateway
ExpressRoute
DNS & IP Management
Azure Security
Microsoft Entra ID (Azure AD)
RBAC
Conditional Access
Azure Policy
Defender for Cloud
Identity and Access Management
Monitoring & Operations
Azure Monitor
Log Analytics
Application Insights
Performance Optimization
Capacity Planning
Automation & DevOps
PowerShell
Azure CLI
Azure Automation
Logic Apps
Azure Functions
Azure DevOps
GitHub Actions
Git
Business Continuity
Azure Backup
Azure Site Recovery
Disaster Recovery Planning
Containers & Modern Platforms
Azure Kubernetes Service (AKS)
Docker
Containerized Workloads
Microservices Architecture
Microsoft Infrastructure
Windows Server (2016/2019/2022)
Active Directory
Group Policy
DNS
DHCP
TCP/IP
Security Hardening
Virtualization Platforms
Hybrid Cloud Environments
Microsoft 365 Integration