AI / Cloud Support Engineer

Job description

**Role Overview** ****This is an offshore support role providing day-to-day operational support and L2/L3 troubleshooting for the Microsoft Azure cloud platform and AI services that underpin an enterprise Agentic AI solution. The role keeps the live environment healthy across non-production and production — handling incidents, service requests, deployments, and routine operations — and works closely with platform and MLOps engineering within a follow-the-sun delivery model.**** **Key Responsibilities** - Provide L2/L3 operational support for Azure platform services including Service Bus, Managed Redis, Cosmos DB, API Management, Azure Functions, Key Vault, and Storage. - Monitor platform and AI service health using Application Insights, Azure Monitor, and Dynatrace, and respond to alerts using KQL-based log analysis. - Triage, diagnose, and resolve incidents, perform root cause analysis, and escalate to engineering when required. - Support the AI agent runtime (Azure Functions / orchestration) and the consumption of a centrally-managed AI foundry / Cognitive Services offering. - Support MLOps pipelines and AI model/prompt deployment operations, and assist with CI/CD pipeline runs using GitHub Actions. - Assist with Terraform-based configuration and platform changes under change management. - Support operational health of integration endpoints such as Kafka consumers and API Management. - Maintain operational runbooks and knowledge-base articles, and track incident and request metrics against SLAs. - Provide follow-the-sun / on-call coverage through a rotation schedule. **Qualifications & Experience** - 4+ years experience in cloud operations or application support on Microsoft Azure. - Hands-on experience with Azure PaaS services and platform diagnostics. - Familiarity with AI/LLM services such as Azure OpenAI or Cognitive Services. - Experience with monitoring tools such as Application Insights, Azure Monitor, and Dynatrace, and with KQL. - Exposure to CI/CD pipelines and Infrastructure as Code (Terraform). - Proficiency in scripting with PowerShell, Python, or Bash. - Experience with ITIL-based incident, problem, and change management. - Strong communication and stakeholder engagement skills. - Bachelor’s degree in Computer Science, Information Technology, or a related discipline. **Preferred Skills** - Microsoft Azure certification such as AZ-104. - Exposure to MLOps pipelines or AI/LLM platform operations. - Familiarity with Terraform and GitHub Actions. - Experience supporting agentic AI or LLM platforms. - Experience working within follow-the-sun support models.