IT Operations Engineer - Cloud, Network & Security (MSP)

Role: IT Operations Engineer - Cloud, Network & Security (MSP)

Remote | India ( 100% remote, 5 days a week, 24*7 : Rotational shift roster)

Experience: 3 to 6 years

About the Client

InCommon is hiring on behalf of a client, an Australian-owned Managed Service Provider (MSP) headquartered in Melbourne. Our client runs day-to-day IT operations for mid-market customers across infrastructure, cloud, security, and Microsoft 365, keeping their environments secure, available, and performing to agreed service levels, 24x7.

Mandatory Requirement

This role is open only to candidates with hands-on experience at a Managed Services Provider (MSP) or in a small-to-mid sized IT environment supporting multiple customers under SLA.

About the Role

Our client’s team is small, so there are no separate teams to hand tickets to. As an Operations Engineer, you’ll own issues end to end, from the first alert through investigation, fix and root cause. You’ll work across four areas: Azure cloud, network, security and end-user device management. We’re looking for someone with strong, L3-level depth in one of these areas and solid L2 skills across the rest. Alongside incident work, you’ll go deeper in your specialist area, audit customer environments and recommend improvements.

What You’ll Own

• Incident Ownership: Handle alerts and incidents during your shift, troubleshoot across cloud, network, security and endpoints, and escalate only when needed.
• Azure Cloud: S upport Azure virtual machines, networking, storage and Azure Backup.
• Network: Troubleshoot customer networks and firewalls (Sophos, Cisco Meraki, Palo Alto) and VPN connectivity.
• Security: Respond to and investigate alerts in Microsoft Defender, Cisco XDR or similar platforms, and help keep customer environments secure.
• End-User Device Management Manage devices through Microsoft Intune, including enrollment, compliance policies and app deployment.
• Microsoft 365 & Identity: Support Exchange Online, Teams, SharePoint and Entra ID (MFA, Conditional Access).
• Maintenance: Run patching and backups, implement approved changes, and keep configuration records accurate.
• Proactive Improvement: Audit customer environments, tune alerts, find recurring issues and recommend fixes.
• Customer Communication: Keep customers informed during incidents with clear, timely updates.
• Documentation: Maintain runbooks, knowledge articles and ticket notes.

What We’re Looking For

• 3 to 6 years of hands-on IT infrastructure experience at an MSP or in a small-to-mid IT environment supporting multiple customers.
• Strong depth in at least one of: Azure cloud, network, security (Defender, XDR, EDR, SIEM) or end-user device management (Intune, Autopilot).
• Working skills across the other areas, plus Microsoft 365, Entra ID, Windows Server and Active Directory.
• Experience with backups (Veeam, Azure Backup or similar) and patch management.
• Experience with an RMM or monitoring tool and ITIL-based ticketing.
• A track record of owning issues end to end, with strong critical thinking.
• Ability to pick up new tools quickly, since each customer runs a different stack.
• Clear written and spoken English for customer updates.
• Comfortable working rotational shifts, including night shifts.

Good to Have

• Prior experience at an MSP supporting multiple customers under SLA.
• Microsoft Intune, Defender for Endpoint or Defender XDR, and Azure Virtual Desktop.
• PowerShell scripting and task automation.
• Awareness of security frameworks such as Essential 8 or CIS benchmarks.
• Certifications: AZ-104, AZ-900, MS-900, CompTIA Server+/Network+/Security+, or ITIL v4 Foundation.

Working Schedule

• 100% remote, 5 days a week, on a rotational shift roster.
• Shift timings (IST): 06:00 to 14:00, 14:00 to 22:00, and 22:00 to 06:00.
• Night shift allowance for every shift worked between 22:00 and 06:00.
• Occasional after-hours work as required.

What Success Looks Like

• Incidents resolved on time within SLA, with the right escalations and clear documentation.
• Patching, backup, and maintenance compliance targets met across every assigned customer.
• Recurring issues identified and fixed at the source, with less alert noise over time.
• Configuration records and knowledge articles that are current and reliable.