CloudOps Engineer (L2)

Job Purpose

The Frontline Infrastructure Support Engineer (L2) is responsible for providing advanced technical support, incident resolution, and operational management across enterprise IT infrastructure. The role involves diagnosing and resolving complex infrastructure issues, performing administration activities, implementing changes, supporting problem management, and mentoring L1 engineers while ensuring high service availability and SLA compliance.

Roles & Responsibilities

Infrastructure Administration & Operations

• Administer and maintain Windows, Linux, virtualization, Kubernetes, storage, backup and GPU infrastructure to ensure high availability and operational stability.
• Perform proactive health checks, capacity monitoring, performance tuning, and preventive maintenance activities.

Advanced Incident Management

• Investigate, troubleshoot, and resolve Level 2 infrastructure incidents within defined SLAs.
• Perform root cause analysis (RCA) for recurring incidents and coordinate with L3 teams for permanent resolution.
• Review escalations from L1 teams and provide technical guidance during incident resolution.
• Participate in Major Incident Management and support service restoration activities.

Windows Server & Active Directory Administration

• Administer Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, File Services, and Windows services.
• Manage user accounts, organizational units, security groups, permissions, and authentication-related activities.
• Troubleshoot server performance, replication, authentication, and domain-related issues.

Linux Administration

• Perform Linux server administration, including user management, package management, service configuration, performance tuning, and security patching.
• Analyze system logs, troubleshoot kernel and OS issues, and optimize server performance.