Azure L1 Engineer (BAU Support)

Job Summary

Key Responsibilities:1. Incident Handling & BAU Support

• Monitor, log, and resolve L1 incidents within SLA timelines
• Perform initial troubleshooting and escalation to L2/L3 teams when required
• Track and update incident tickets using ITSM tools (e.g., ServiceNow)
• Ensure timely resolution of service requests and operational issues
• Participate in shift-based support (24/7 environment if required)

2. ITIL Process Compliance

• Follow ITIL frameworks including Incident, Problem, and Change Management
• Maintain proper documentation of incidents and resolutions
• Ensure adherence to service management best practices
• Support change implementation and post-change validation

3. Azure Cloud Support

• Monitor Azure resources (VMs, App Services, Storage, Networking)
• Perform basic operations like restart, scale, and service checks
• Support Azure portal-based troubleshooting and monitoring alerts
• Assist in identifying performance or availability issues in cloud services

4. Networking Fundamentals

• Basic troubleshooting of network connectivity issues (DNS, IP, VPN)
• Support firewall and access-related queries (basic level)
• Validate connectivity between on-prem and Azure environments
• Work with network teams for escalation and resolution

5. SQL (Basic Support)

• Execute basic SQL queries for troubleshooting and validation
• Check data availability and integrity in banking applications
• Assist L2/L3 teams by providing logs or query outputs
• Support database connectivity issues at L1 level

Required Skills & Experience

• 1–3 years experience in IT support or cloud operations (L1 role)
• Strong understanding of **Azure fundamentals**
• Knowledge of **ITIL processes (Incident, Change, Problem Management)**
• Basic understanding of **networking concepts (TCP/IP, DNS, VPN)**
• Basic **SQL query knowledge (SELECT, JOIN, filtering)**
• Experience in **banking or financial services domain preferred**
• Familiarity with monitoring tools and ticketing systems

Preferred Skills

• Exposure to 24/7 production support environments
• Azure certifications (AZ-900 or AZ-104 is a plus)
• Strong communication and escalation handling skills
• Ability to work under pressure in critical banking operations

Soft Skills

• Strong problem-solving mindset
• Good communication skills (written & verbal)
• Team collaboration and accountability
• Attention to detail and incident accuracy
• Pay: AED5,000.00 - AED10,000.00 per month