Cloud Support Engineer (Azure)

Company DescriptionSoftware Mind develops solutions that make an impact for companies around the globe. Tech giants & unicorns, transformative projects, emerging technologies and limitless opportunities – these are a few words that describe an average day for us. Building cross-functional engineering teams that take ownership and crave more means we’re always on the lookout for talented people who bring passion and creativity to every project. Our culture embraces openness, acts with respect, shows grit & guts and combines employment with enjoyment.Job DescriptionProject – the aim you’ll haveJoin our Cloud Operations Unit to provide technical support and drive operational excellence for a large, EU-based client's Microsoft Azure environment. You'll manage and resolve complex incidents lead problem management, and ensure the stability and performance of business- critical cloud services. Work in a highly- skilled team, champion IT Service Management (ITSM) best practices, and collaborate with international stakeholders.Position – How You’ll ContributeResolve L3 complex incidents and service requests related to Azure infrastructure, networking, security, and PaaS services.Champion and drive ITSM processes: Incident, Problem, Change, and Service Level Management, ensuring adherence to SLAs.Lead Root Cause Analysis (RCA) for major incidents and develop permanent fixes to prevent recurrence (Problem Management).Design and implement proactive monitoring, alerting, and automated runbooks using Azure Monitor, Log Analytics, and PowerShell/Python scripting.Collaborate with engineering and architecture teams to validate changes, review new services for operational readiness, and 5-8 bullet points contribute to Knowledge Base articles.Maintain and update technical documentation, operational playbooks, and disaster recovery procedures. Drive continuous improvement in service reliability, security, and cost optimization of the Azure platform.QualificationsExpectations – the experience you need5+ years in IT, with 3+ years in an L2/L3 Support, Operations, or Reliability role focused on Microsoft Azure.Proven, hands-on experience with core Azure services, including VMs, Networking (VNet, DNS,ExpressRoute), Storage, Backup, and Azure Monitor/Log Analytics.Understanding of ITSM concepts and tools (e.g., ServiceNow, Jira Service Desk), specifically Incident, Problem, and Change Management.Exposure to Infrastructure as Code (Terraform) for understanding and troubleshooting automateddeployments.Experience with identity and security troubleshooting (Entra ID, PIM, Conditional Access, Defender for Cloud).Ability to author clear technical documentation: incident reports, RCAs, runbooks, and support guides.Excellent English communication skills; comfortable collaborating with international stakeholders.Additional Skills – The Edge You HaveExperience with SRE principles (SLOs, error budgets, toil reduction).Experience with container diagnostics and operational support (Docker, AKS).ExposureAzure certifications (e.g., AZ-104, AZ-500);ITIL Foundation or similar ITSM certification is highly valued.Additional InformationOur offer – professional development, personal growthFlexible employment and remote work International projects with leading global clients International business trips Non-corporate atmosphere Language classes Internal & external training Private healthcare and insurance Multisport card Well-being initiatives Position at: Software Mind Poland