In this role you act as the senior escalation point for complex issues within a growing Managed Services team. You will blend advanced troubleshooting with proactive service improvements and customer engagement to support Microsoft cloud and infrastructure environments. You lead major incident investigations, health checks and audits, and mentor junior engineers. This position offers an opportunity to impact resilience, security and performance for a diverse client base, with a hybrid work setup and a focus on cloud-first Microsoft technologies. You will work closely with cross-functional teams to drive service delivery and knowledge sharing, shaping how clients get the most from M365 and A
Responsibilities
Act as final escalation point for complex incidents and service requests
Lead major incident investigations and root cause analysis
Deliver technical audits, health checks and best-practice assessments
Support and maintain Microsoft 365, Azure, Windows Server and Active Directory
Identify technical risks and recommend improvements for resilience, security and performance
Produce technical documentation and customer-facing reports
Provide technical guidance and mentoring to 1st/2nd Line Engineers
Contribute to service improvement initiatives and knowledge sharing
Key requirements
Proven experience in a 3rd Line Support Engineer or Senior Infrastructure Engineer role
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