The Role
Lead Tier 2/3 Azure incident response and long-term platform stability for managed services customers. Provide on-call escalation, real-time troubleshooting, customer communication, architecture and IaC leadership across Azure environments, including Azure Virtual Desktop, disaster recovery, automation, and governance.
Summary Generated by Built In
The Senior Azure Engineer is a senior, hands-on technical role within the Advanced Support Team (AS”) responsible for Tier 2/3 escalation support, incident response leadership, and long-term service stability for Managed Services customers. This role serves as the highest technical escalation point for complex and high-impact Azure-related incidents escalated from the Service Desk and/or Network Operations Center (NOC). The Senior Azure Engineer is a hands-on, operationally accountable role that participates in on-call rotations, leads incident response efforts, works directly with customers during outages and service degradation events, and drives problem management to eliminate recurring and systemic issues.
Responsibilities
- Serve as a Tier 2/3 escalation resource for all Managed Services customers, supporting incidents escalated from the Service Desk and/or NOC.
- Act as the technical lead and incident commander during high-severity or complex incidents, coordinating response efforts across internal teams, vendors, and cloud providers.
- Participate in a formal on-call escalation rotation, providing after-hours incident response and technical leadership as required.
- Lead real-time troubleshooting during incidents, including deep technical analysis, mitigation, recovery, and service restoration.
- Communicate directly with customers during incidents, providing clear technical status updates, recovery plans, and post-incident explanations.
- Ensure proper documentation, handoff, and follow-up actions after incident resolution.
- Own technical direction and architecture for Azure-based Managed Services environments, ensuring solutions are secure, scalable, resilient, and supportable.
- Advanced knowledge of both IaaS and PaaS technologies within the Azure ecosystem.
- Working knowledge of Cloud Adoption Framework (CAF)
- Perform Azure Well Architected Reviews as part of the lifecycle of a managed Azure customer.
- Design and validate Azure infrastructure solutions across compute, storage, networking, identity, security, and monitoring.
- Architect and support Azure Virtual Desktop environments, including host pools, scaling strategies, image lifecycle management, and FSLogix profile architecture.
- Define disaster recovery and resiliency strategies for Azure workloads, including recovery objectives, dependencies, and validation approaches.
- Identify architectural risks and recommend remediation to improve platform stability and reduce operational risk.
- Design, implement, and govern Infrastructure as Code (IaC) using ARM templates, Bicep, Terraform, or equivalent tooling.
- Establish and enforce IaC standards, version control practices, and reusable deployment patterns for Azure environments.
- Promote automation-first approaches using PowerShell and Azure CLI to reduce manual effort and improve consistency.
- Provide technical guidance to AST engineers to ensure deployments align with approved architectural and IaC standards.
Knowledge, Skills, and Abilities
- 5 years of experience in IT infrastructure and cloud technologies, with deep hands-on experience designing and supporting Microsoft Azure environments.
- Advanced expertise across Azure compute, storage, networking, identity, security, and monitoring services.
- Microsoft Azure Administrator certification (AZ-104 or current equivalent).
- Demonstrated experience serving in a Tier 3 escalation or advanced support role within a Managed Services environment.
- Proven ability to lead incident response efforts, including real-time troubleshooting, coordination, and customer communication.
- Strong experience designing and supporting Azure Virtual Desktop solutions, including FSLogix profiles.
- Experience designing disaster recovery and resiliency solutions for Azure workloads.
- Advanced experience with Infrastructure as Code using ARM templates, Bicep, Terraform, or equivalent.
- Strong automation skills using PowerShell and Azure CLI.
- Experience working within IT service management processes and tools such as ServiceNow.
- Bachelor's degree or higher education diploma in Information Technology is desired.
- Experience working for a Managed Services Provider (MSP).
- Experience supporting enterprise-scale Azure environments.
- Experience using Nerdio Manager for Enterprise.
- Familiarity with Microsoft Entra ID, Conditional Access, and identity governance concepts.
- ITIL Foundation certification or equivalent IT service management training.
- Microsoft Azure Solutions Architect certification (AZ-305 or current equivalent).
- One or more Azure specialty certifications related to networking, security, or identity.
- Commitment to maintaining current Azure certifications as services and architectures evolve.
Benefits
You'll love working at NRI not just for the usual benefits, but for our environment and culture!
You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.
You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle.
You’ll work with large, sophisticated, and progressive clients throughout North America.
We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.
Notices
The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
NRI North America is proud to be an Equal Opportunity/Affirmative Action employer.
NRI North America will accept applications on an ongoing basis.
NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [email protected].
Top Skills
Arm Templates
Azure Cli
Azure Virtual Desktop
Azure Well-Architected Review
Bicep
Cloud Adoption Framework (Caf)
Conditional Access
Fslogix
Iaas
Infrastructure As Code (Iac)
Azure
Microsoft Entra Id
Nerdio Manager For Enterprise
Paas
Powershell
Servicenow
Terraform
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The Company
What We Do
In North America, NRI is a business and technology solutions consultancy. Guiding our clients from insight to execution, we design and deliver solutions that fuel growth, grow profitability, and deliver innovation with impact.
When you partner with NRI, you gain more than hands-on collaboration from our North American team—you connect to a global network of cross-functional experts working to keep you ahead of change.
We strategize and advise, build and transform, and protect and manage the critical systems and strategies that power modern business. From optimizing operations to driving seamless digital adoption, our solutions don’t just solve problems—they create lasting momentum.
