L2 Cloud Engineer

Location: India

Shift - Should be ok for 24x7 Support

Role Overview

We are seeking an experienced L2 Technical IT Engineer – Cloud Admin (Azure and AWS) to join our dynamic Cloud Platform Support Team. This pivotal role serves 24*7 technical support in rotating shift support to offshore customer for Azure-related technical issues, providing expert guidance to L1 engineers and support technical discussions with customers. The ideal candidate will possess deep Azure expertise, and the ability to thrive in a fast-paced, matrixed operational environment.

Key Responsibilities

• Escalation and Resolution: Act as the primary escalation point for Azure-related technical issues, ensuring timely and effective resolution to minimize downtime and impact on customer operations.
• Lead technical discussions with customer engineering teams, delivering expert recommendations and best practices for Azure deployments and optimizations.
• Write /modify Basic terraform scripts.
• Collaboration: Work seamlessly within a matrixed environment, partnering with Lead Engineers, Delivery Leads, and offshore support teams to ensure cohesive service delivery.
• Mentorship: Provide technical guidance and mentorship to L1 team members.
• Stakeholder Engagement: Translate complex technical concepts into clear, actionable insights for non-technical stakeholders and leadership.
• Incident Reporting: Deliver timely incident reports and post-mortem analyses for infrastructure-related issues within managed Azure subscriptions, ensuring transparency and continuous improvement.

Azure Technical Expertise

• Extensive hands-on experience with Azure IaaS, PaaS, and SaaS services, including but not limited to:
  • Compute: Virtual Machines, VM Scale Sets, Availability Sets, Host Groups, Images, Container Apps, Container Registries.
  • Networking: VWAN, Application Gateway, Front Door, Load Balancer, Firewall, ExpressRoute, VPN Gateways, Network Security Groups, Virtual Networks, DNS Zones, Private Endpoints.
  • Storage and Databases: Storage Accounts, Backup Vaults, Managed Instances, SQL Servers, Virtual Clusters, Basic idea Azure Cosmos DB and SQL DB.
  • Application Services: App Services, Service Bus, Logic Apps, Function Apps.
  • Identity and Security: Azure AD/Domain Services, Action Rules, Prometheus Rule Groups, Grafana Dashboards, Action Groups, Metric Alerts, Web Tests.
  • Advanced Services: AKS (Azure Kubernetes Service).
• Basic knowledge of Azure Cosmos DB, SQL DB, and Web/Sites.
• Working knowledge on Terraform.
• Strong expertise in observability tools (e.g., Azure Monitor, Grafana), alert refinement, and troubleshooting.
• Basic knowledge in Azure DevOps, particularly infrastructure pipelines using Terraform for automation and scalability.
• Advanced experience with AKS: configuration, provisioning, scaling, and troubleshooting.
• Monitor and manage application secret expiry for in-scope secrets, ensuring security compliance.
• Coordinate vendor escalations and support requests to resolve critical issues efficiently.

AWS Technical Expertise

• Hands-on experience supporting AWS infrastructure services.

• Compute: EC2, Auto Scaling Groups, Launch Templates, AMIs, Elastic Beanstalk,and Lambda.

• Networking: VPC, subnets, route tables, Internet and NAT Gateways, VPC Endpoints, Security Groups, Network ACLs, Transit Gateway, VPN, Direct Connect, Route 53, ELB, and ALB.

• Storage and backup: S3, EBS, EFS, FSx, lifecycle policies, AWS Backup, snapshots, and cross-region replication.

• Identity and security: IAM users, roles, policies, permission boundaries, KMS, Secrets Manager, Certificate Manager, GuardDuty, Security Hub, and AWS Organizations.

• Monitoring and logging: CloudWatch, CloudTrail, VPC Flow Logs, AWS Config, SNS, EventBridge, and centralized logging.

• Systems management: AWS Systems Manager, Session Manager, Patch Manager, Run Command, Automation, and Inventory.

• Troubleshoot AWS compute, storage, networking, IAM, monitoring, backup, and availability issues.

Infrastructure as Code and Automation

• Write and modify Terraform configurations and modules.

• Troubleshoot Terraform plans, state issues, provider errors, and deployment failures.

• Support pipelines using Azure DevOps.

• Use PowerShell, Bash, Python, AWS CLI, and Azure CLI for operational automation.

VM Patching, Backup, and OS Management

• Manage CPU, memory, disk, filesystem capacity, and performance for cloud-based VMs.

• Troubleshoot connectivity between VMs, applications, databases, and cloud services.

• Plan and implement monthly automated or manual OS patching according to customer maintenance windows.

• Apply emergency patches for critical vulnerabilities and monitor patch compliance.

• Configure and monitor Azure Backup, Recovery Services Vaults, AWS Backup, EBS snapshots, and cloud-native recovery services.

• Test recovery procedures and support disaster-recovery activities.

Monitoring and Observability

• Monitor infrastructure using Azure Monitor, Log Analytics, Application Insights, CloudWatch, CloudTrail, and centralized logging platforms.

• Review and refine alerts to reduce false positives and improve operational response.

• Configure metric alerts, action groups, notification rules, dashboards, and operational reports.

Qualifications:

• Education: Bachelor’s degree, Information Technology, or a related field (or equivalent professional experience).
• Experience: Minimum of 7+ years of hands-on experience with Azure cloud services in a technical support or engineering role.
• Technical Skills: Deep understanding of cloud infrastructure, observability, automation, and security best practices.
• Certifications: Relevant certifications such as Microsoft Certified or AWS Certified
• Communication: Excellent verbal and written communication skills.





About Rackspace Technology

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.