• 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.