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