L3 Cloud Operations Engineer

Qualifications
ents• Perform advanced Cisco networking tasks including routing configuration (OSPF, BGP basics), ACLs, inter-VLAN routing, and spanning tree optimiza
ence• Minimum 5+ years of experience in a third-line (L3) or senior helpdesk/service desk/cloud operations role within an MSP or MSSP environ
ment• At least 2 years of experience in a technical leadership, senior escalation, or mentorship capa
city• Extensive experience supporting enterprise Windows environments, Microsoft Azure, Office 365, and hybrid infrastruc
ture• Proven track record leading major incident resolution and driving root cause analysis in client-facing environments with stringent
SLAs• Hands-on experience with Jira Service Management and Jira for project and change manage
ills• Subject matter expert in Microsoft Azure (Azure AD, AVD, Networking, Automation, Conditional Access, ExpressRoute) and Office 365 administra
tion• Advanced Windows Server administration (2016/2019/2022): AD architecture, GPO design, DNS/DHCP, DFS, Certificate Services, and PowerShell automa
tion• Expert-level Windows desktop troubleshooting and endpoint management (Intune, Autopilot, SCCM/M
ECM)• Advanced networking: TCP/IP, VLANs, routing (OSPF, BGP basics), subnetting, wireless enterprise design, and WAN optimiza
tion• Strong Fortinet FortiGate experience: advanced firewall policies, SD-WAN, VPN (SSL and IPsec), IPS/IDS, and HA configurat
ions• Advanced Cisco Meraki management and intermediate Cisco IOS networking (switching, routing, A
CLs)• VMware ESXi and virtualization: capacity planning, performance tuning, migration, and host manage
ment• Advanced PowerShell scripting and automation experience with proven results in reducing manual operational over
head• Experience with monitoring and alerting platforms (e.g., PRTG, Datadog, Azure Monitor, LogicMoni
tor)
kills• Demonstrated technical leadership by guiding, coaching, and developing junior and mid-level engi
neers• Exceptional client communication skills, including the ability to manage expectations and deliver difficult messages professio
nally• Strong organizational skills with the ability to manage competing priorities across multiple clients and team responsibil
ities• Strategic thinker with a proactive approach to identifying and resolving operational challenges before they impact service del
ivery• ITIL Foundation certification or demonstrated working knowledge of ITIL service management frame
Have• Microsoft certifications: AZ-104, AZ-305, AZ-500, MS-102, or s
imilar• Fortinet NSE 4+ certific
ations• Cisco CCNP, CCNA, or Meraki certific
ations• ITIL Intermediate or higher certific
ations• Experience with SIEM platforms, EDR solutions, and security incident re
sponse• DevOps exposure: CI/CD pipelines, Infrastructure as Code (Terraform, ARM/Bicep temp
lates)• SQL proficiency for operational reporting and data an
alysis• Prior experience in financial services, hedge fund, or trading technology enviro
nments• A degree in Computer Science, Information Technology, or related
Responsibilities
This role combines deep hands-on technical expertise with technical leadership, mentoring, and operational oversight
You will serve as the highest-level escalation point within the service desk function
,Tackling the most complex incidents across cloud infrastructure, networking, security, and back-end systems for our global hedge fund and financial services clients
Beyond individual technical contributions, you will provide technical guidance and mentorship to L1 and L2 engineers
engineers, drive process improvements, lead major incident resolution, and act as a bridge between the teams
.service desk and senior engineering leadership
You set the standard for technical excellence, client communication, and operational maturity across the team
Serve as the senior technical leader for the L1 and L2 Cloud Operations Engineers, providing day- to-day guidance, coaching, and knowledge trans
fer• Lead by example during complex incidents, walking junior engineers through advanced troubleshooting methodologies and resolution strateg
ies• Define and maintain standard operating procedures, runbooks, and escalation workflows to ensure consistent, high-quality service deliv
ery• Act as the technical point of contact during operational hours, overseeing ticket queues, prioritization, and SLA adherence across the t
eam• Conduct internal training sessions and share knowledge on new technologies, processes, and client-specific environme
nts• Identify skill gaps within the team and recommend training paths and certification goals to the Head of Managed Services Senior Technical Escalation and Incident Managem
ent• Serve as the highest-level technical escalation point within the service desk, resolving the most complex incidents spanning cloud, networking, security, and back-end infrastructure
Own and lead major incident processes end-to-end, including triage, communication, and escalation
third parties, root cause analysis, and post-incident revi
ews• Perform advanced troubleshooting across multi-tenant Azure environments, hybrid infrastructure, and complex networking topolog
ies• Coordinate with third-party vendors, ISPs, and technology partners during critical incidents and change management activit
ies• Drive problem management initiatives to identify trends, reduce repeat incidents, and improve overall service reliabil
ity• Document and track all escalations, major incidents, and problem records in Jira Service Management, including thorough root cause analy
Cloud and Infrastructure Operat
ions• Architect and manage complex Azure environments including Azure AD, Conditional Access, Azure Virtual Desktop (AVD), Azure Networking (VNets, NSGs, ExpressRoute), and Azure Automa
tion• Administer and optimize Office 365 tenants at an advanced level, including Exchange Online mail flow, hybrid configurations, security and compliance policies, and tenant-to-tenant migrat
ions• Manage and troubleshoot Windows Server infrastructure (2016/2019/2022) at an advanced level, including Active Directory design, Group Policy architecture, DNS/DHCP, DFS, and Certificates
ices• Oversee VMware ESXi and virtualization environments including capacity planning, performance optimization, host management, and migration strate
gies• Lead VDI environment management including Azure Virtual Desktop, Citrix, and thin client deployments at s
caleNetworking and Secu
rity• Perform intermediate to advanced network troubleshooting and configuration across TCP/IP, DNS, DHCP, VLANs, routing protocols, and WAN connecti
vity• Configure and manage Fortinet FortiGate firewalls including advanced policy management, SD- WAN, IPS/IDS, web filtering, and high-availability configurat
ions• Manage Cisco Meraki environments at scale, including complex wireless deployments, SD-WAN, switch stacking, and security appliance poli
cies• Design, configure, and troubleshoot SSL VPN and IPsec VPN solutions across multiple client environm
tion• Lead wireless network design and troubleshooting including site surveys, heat mapping, controller-based and cloud-managed deploym
tise• Serve as the subject matter expert for advanced desktop and endpoint issues that cannot be resolved at L1/L2, including complex OS corruption, driver conflicts, and application compatibi
lity• Design and optimize Intune/Endpoint Manager deployment strategies including Autopilot, compliance policies, and application packa
ging• Architect Group Policy structures and manage complex AD environments across multiple client tenants Client Relationship and Service Coordina
tion• Liaise directly with client stakeholders on escalated issues, service reviews, and change management activi
ties• Support client onboarding and handover processes, ensuring smooth transitions and comprehensive documenta
tion• Collaborate with the account management teams on client escalations, service improvement plans, and quarterly business rev
iews• Contribute to pre-sales technical assessments and scoping for new client engagements in Automation, Process Improvement, and Jira Workflow Manage
ment• Design and implement automation solutions using PowerShell, Azure Automation, and other scripting tools to eliminate manual overhead and improve operational effici
ency• Own and optimize Jira Service Management workflows, SLA configurations, dashboards, and reporting for the Cloud Operations
team• Manage Jira project boards for change management, infrastructure projects, and operational improvement initiat
ives• Lead process improvement initiatives across the service desk, including SLA optimization, ticket workflow refinement, and monitoring enhancem
ents• Evaluate and recommend new tools, technologies, and processes to enhance the team’s capabilities and service deli
Job description
L3 Cloud Operations Engineer

(Senior Service Desk Engineer / Technical Leader – Level 3)

HYBRID/New York, NY

Contract

About the Rol

eAs an L3 Cloud Operations Engineer, you are the senior technical leader within our Cloud Operations team. This role combines deep hands-on technical expertise with technical leadership, mentoring, and operational oversight. You will serve as the highest-level escalation point within the service desk function

,Tackling the most complex incidents across cloud infrastructure, networking, security, and back-end systems for our global hedge fund and financial services clients. Beyond individual technical contributions, you will provide technical guidance and mentorship to L1 and L2 engineers. engineers, drive process improvements, lead major incident resolution, and act as a bridge between the teams

.service desk and senior engineering leadership. You set the standard for technical excellence, client communication, and operational maturity across the team. This role reports directly to the Head of US Managed Services, with a natural career progression into a Team Lead position within the US Manage

dServices organization

.
Key Responsibiliti

esTechnical Leadership and Mentorsh

ip
• Serve as the senior technical leader for the L1 and L2 Cloud Operations Engineers, providing day- to-day guidance, coaching, and knowledge trans

fer• Lead by example during complex incidents, walking junior engineers through advanced troubleshooting methodologies and resolution strateg

ies• Define and maintain standard operating procedures, runbooks, and escalation workflows to ensure consistent, high-quality service deliv

ery• Act as the technical point of contact during operational hours, overseeing ticket queues, prioritization, and SLA adherence across the t

eam• Conduct internal training sessions and share knowledge on new technologies, processes, and client-specific environme

nts• Identify skill gaps within the team and recommend training paths and certification goals to the Head of Managed Services Senior Technical Escalation and Incident Managem

ent• Serve as the highest-level technical escalation point within the service desk, resolving the most complex incidents spanning cloud, networking, security, and back-end infrastructure. Own and lead major incident processes end-to-end, including triage, communication, and escalation. third parties, root cause analysis, and post-incident revi

ews• Perform advanced troubleshooting across multi-tenant Azure environments, hybrid infrastructure, and complex networking topolog

ies• Coordinate with third-party vendors, ISPs, and technology partners during critical incidents and change management activit

ies• Drive problem management initiatives to identify trends, reduce repeat incidents, and improve overall service reliabil

ity• Document and track all escalations, major incidents, and problem records in Jira Service Management, including thorough root cause analy

sis
Cloud and Infrastructure Operat

ions• Architect and manage complex Azure environments including Azure AD, Conditional Access, Azure Virtual Desktop (AVD), Azure Networking (VNets, NSGs, ExpressRoute), and Azure Automa

tion• Administer and optimize Office 365 tenants at an advanced level, including Exchange Online mail flow, hybrid configurations, security and compliance policies, and tenant-to-tenant migrat

ions• Manage and troubleshoot Windows Server infrastructure (2016/2019/2022) at an advanced level, including Active Directory design, Group Policy architecture, DNS/DHCP, DFS, and Certificates. Serv

ices• Oversee VMware ESXi and virtualization environments including capacity planning, performance optimization, host management, and migration strate

gies• Lead VDI environment management including Azure Virtual Desktop, Citrix, and thin client deployments at s

caleNetworking and Secu

rity• Perform intermediate to advanced network troubleshooting and configuration across TCP/IP, DNS, DHCP, VLANs, routing protocols, and WAN connecti

vity• Configure and manage Fortinet FortiGate firewalls including advanced policy management, SD- WAN, IPS/IDS, web filtering, and high-availability configurat

ions• Manage Cisco Meraki environments at scale, including complex wireless deployments, SD-WAN, switch stacking, and security appliance poli

cies• Design, configure, and troubleshoot SSL VPN and IPsec VPN solutions across multiple client environm

ents• Perform advanced Cisco networking tasks including routing configuration (OSPF, BGP basics), ACLs, inter-VLAN routing, and spanning tree optimiza

tion• Lead wireless network design and troubleshooting including site surveys, heat mapping, controller-based and cloud-managed deploym

entsDesktop and Endpoint Exper

tise• Serve as the subject matter expert for advanced desktop and endpoint issues that cannot be resolved at L1/L2, including complex OS corruption, driver conflicts, and application compatibi

lity• Design and optimize Intune/Endpoint Manager deployment strategies including Autopilot, compliance policies, and application packa

ging• Architect Group Policy structures and manage complex AD environments across multiple client tenants Client Relationship and Service Coordina

tion• Liaise directly with client stakeholders on escalated issues, service reviews, and change management activi

ties• Support client onboarding and handover processes, ensuring smooth transitions and comprehensive documenta

tion• Collaborate with the account management teams on client escalations, service improvement plans, and quarterly business rev

iews• Contribute to pre-sales technical assessments and scoping for new client engagements in Automation, Process Improvement, and Jira Workflow Manage

ment• Design and implement automation solutions using PowerShell, Azure Automation, and other scripting tools to eliminate manual overhead and improve operational effici

ency• Own and optimize Jira Service Management workflows, SLA configurations, dashboards, and reporting for the Cloud Operations

team• Manage Jira project boards for change management, infrastructure projects, and operational improvement initiat

ives• Lead process improvement initiatives across the service desk, including SLA optimization, ticket workflow refinement, and monitoring enhancem

ents• Evaluate and recommend new tools, technologies, and processes to enhance the team’s capabilities and service deli

veryRequirem

entsExperi

ence• Minimum 5+ years of experience in a third-line (L3) or senior helpdesk/service desk/cloud operations role within an MSP or MSSP environ

ment• At least 2 years of experience in a technical leadership, senior escalation, or mentorship capa

city• Extensive experience supporting enterprise Windows environments, Microsoft Azure, Office 365, and hybrid infrastruc

ture• Proven track record leading major incident resolution and driving root cause analysis in client-facing environments with stringent

SLAs• Hands-on experience with Jira Service Management and Jira for project and change manage

mentTechnical Sk

ills• Subject matter expert in Microsoft Azure (Azure AD, AVD, Networking, Automation, Conditional Access, ExpressRoute) and Office 365 administra

tion• Advanced Windows Server administration (2016/2019/2022): AD architecture, GPO design, DNS/DHCP, DFS, Certificate Services, and PowerShell automa

tion• Expert-level Windows desktop troubleshooting and endpoint management (Intune, Autopilot, SCCM/M

ECM)• Advanced networking: TCP/IP, VLANs, routing (OSPF, BGP basics), subnetting, wireless enterprise design, and WAN optimiza

tion• Strong Fortinet FortiGate experience: advanced firewall policies, SD-WAN, VPN (SSL and IPsec), IPS/IDS, and HA configurat

ions• Advanced Cisco Meraki management and intermediate Cisco IOS networking (switching, routing, A

CLs)• VMware ESXi and virtualization: capacity planning, performance tuning, migration, and host manage

ment• Advanced PowerShell scripting and automation experience with proven results in reducing manual operational over

head• Experience with monitoring and alerting platforms (e.g., PRTG, Datadog, Azure Monitor, LogicMoni

tor)
Leadership and Soft S

kills• Demonstrated technical leadership by guiding, coaching, and developing junior and mid-level engi

neers• Exceptional client communication skills, including the ability to manage expectations and deliver difficult messages professio

nally• Strong organizational skills with the ability to manage competing priorities across multiple clients and team responsibil

ities• Strategic thinker with a proactive approach to identifying and resolving operational challenges before they impact service del

ivery• ITIL Foundation certification or demonstrated working knowledge of ITIL service management frame

works
Nice t

o Have• Microsoft certifications: AZ-104, AZ-305, AZ-500, MS-102, or s

imilar• Fortinet NSE 4+ certific

ations• Cisco CCNP, CCNA, or Meraki certific

ations• ITIL Intermediate or higher certific

ations• Experience with SIEM platforms, EDR solutions, and security incident re

sponse• DevOps exposure: CI/CD pipelines, Infrastructure as Code (Terraform, ARM/Bicep temp

lates)• SQL proficiency for operational reporting and data an

alysis• Prior experience in financial services, hedge fund, or trading technology enviro

nments• A degree in Computer Science, Information Technology, or related

field

Than

ksNithyanithya@trinite

tech.com214 295 4344

Extn 414