AI Cloud Support Engineer

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.

• Bachelors 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.