Cloud Engineer (L1)

I. PURPOSEThe L1 Cloud Operations Analyst provides frontline operational monitoring, triage, and request handling across Azure and related platforms. This role ensures service health and compliance by executing standard runbooks, validating incidents against the KEDB, creating and updating service tickets, and escalating to L2/L3 per defined SLAs. The analyst also supports asset management hygiene, vendor vulnerability advisories, patch and change windows, and continuous reporting to stakeholders.II. DUTIES & RESPONSIBILITIES1) Asset Management

Monitoring and discovery of assets; identify new/rogue assets and flag exceptions. Asset and configuration management updates in CMDB/AM for new requests, changes, or decommissions. Generate advisory notifications for newly discovered unregistered assets and for resources showing persistent under/over‑utilization. Support license usage validation for managed resources. Validate/Monitor asset EOL/EOS and raise proactive advisories.2) Vulnerability Management (Vendor‑Focused)

Monitor and log vendor‑issued vulnerability advisories; raise tickets and route to appropriate teams. Provide high‑level advisory on potential exposure and recommended actions for review.3) Event Management (24×7)

Continuous dashboard monitoring covering backup monitoring health checks; VMs/OS availability & uptime; disk, CPU/memory utilization; Azure Firewall; SQL Managed Instance; AKS; Application Gateway; infra‑supported apps; App Service; Load Balancer; Virtual Network. Notify client/L2 on critical events per runbook/escalation matrix. Initiate alert correlation and create event tickets for thresholds/exceptions; group related events. Execute first‑level triage and standard runbook checks to validate event legitimacy. Perform backup oversight: monitor job statuses, success/failure alerts, and storage utilization; produce status reports.4) Incident Management

Receive and log incidents from monitoring tools, help desk, or user requests via Service Desk. Initial diagnosis against the Known Error Database (KEDB); apply standard workarounds/quick fixes per SOPs. Communicate incident status and progress to clients and escalation points. Escalate unresolved issues to Client IT and/or L2 Analysts per defined SLA timelines.5) Request Fulfillment

Validate, raise, and process standard service requests through the Service Desk. Confirm authorization and ensure requests meet standard templates. Escalate complex/custom requests to Client IT or L2 Analysts for fulfillment. Provide user updates and track SLAs until completion.6) Change Management

Record all change requests, ensure complete documentation, and conduct pre‑change checks and backup validation. Provide implementation support during maintenance windows and assist with post‑change health verification.7) Problem Management

• Identify recurring incidents; create preliminary problem records and attach related incident tickets.8) Patch Management (Vendor‑Focused)
• Monitor and review provider patch announcements and

schedule

s; log applicability and notify stakeholders per process.III.

QUALIFICATIONS

Must Have:1–3 years in NOC/Cloud Operations/IT Operations or Service Desk with L1 responsibilities. Familiarity with Microsoft Azure services (VMs, Storage, VNets, Load Balancer, App Service, Application Gateway, AKS, SQL Managed Instance) and Azure Portal/Azure Monitor dashboards or related services from different Cloud Platforms. Working knowledge of ITIL processes: Incident, Event, Request, Change, Problem, Patch—able to follow SOPs and runbooks. Experience using ITSM tools (e.g., ServiceNow, Manage

Engine SDP) for ticket logging, updates, and SLA tracking. Basic understanding of CMDB/Asset Management, configuration records, and tagging standards. Ability to read and act on vendor advisories and backup job alerts; perform first‑level triage and escalate appropriately. Solid communication skills for client updates, incident handoffs, and cross‑team coordination. Willingness to work shifts/rotations for 24×7 coverage, including weekends/holidays as needed. Preferred Qualifications (Nice‑to‑Have)

• Azure Fundamentals (AZ‑900) or Azure Administrator Associate (AZ‑104) certification or related certificate on Server/Cloud Administration
• Expert in troubleshooting and can easily isolate a technical issue

Exposure to SIEM/log analytics (e.g., Microsoft Sentinel, Splunk) for event triage. Basic scripting for operations (PowerShell, Bash) to run/validate standard checks. Understanding of Defender for Cloud or related apps for posture/vulnerability signals and CIS baseline concepts. Core Competencies

Operational rigor: adheres to runbooks, SOPs, and documentation standards. Analytical triage: quickly validates alerts/incidents; distinguishes false positives; performs correlation. Customer focus: timely, clear communication and expectation management. Collaboration: smooth handoffs to L2/L3 and external vendor support when required. Accountability: meets SLAs; maintains accurate ticket

note

s and evidence.