Cloud Shift Lead

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Requirements:

• Minimum of 7 years in cloud and IT Support.
• Minimum 1 year of experience in Team management and Monitoring, maintaining the SLA.
• Proficiency in Microsoft Azure and M365 with relevant certifications (e.g., MS-102, AZ-104, AZ-800/801).
• Experience with MS Intune, MDM/MAM, and related technologies for remote device management.
• Strong knowledge of Windows server administration and network management, including firewalls and VPNs.
• Proficiency in generating and analyzing reports, with strong knowledge of Excel and data visualization techniques.
• Experience with databases, including the ability to run queries.
• Familiarity with Remote Desktop and Azure Virtual Desktop.
• Excellent communication skills.
• Familiarity with Cisco and Barracuda devices, Meraki, along with good network troubleshooting skills.

Responsibilities:

• Lead and monitor the team and oversee the SLA.
• Track key performance indicators (KPIs) and generate reports.
• Provide expert troubleshooting for MS Azure, M365 Suite, and Azure virtual desktop.
• Deliver L1 and L2 IT support and guidance to clients.
• Update all IT incidents and requests in the IT Service Management system.
• Analyze and diagnose various IT issues, including hardware, software, server, network, and security concerns.
• Escalate unresolved issues appropriately, ensuring cross-team collaboration.
• Engage in technical discussions and provide consultations with both clients and internal teams.
• Maintain and update technical documentation to reflect current best practices.
• Exhibit a strong focus on client satisfaction and deliver exceptional customer service consistently.
• Participate in 24/7 rotational shifts as required.
• Keep abreast of new cloud technologies and solutions related to Azure.