Cloud Infrastructure Support Specialist (L3 / L4)

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

WWT has grown in India over the last few years to 300+ employees, increasing its footprint in major cities including Mumbai, Bengaluru, Hyderabad, Gurgoan & Pune. WWT India is ranked 8th by Great Place to Work® for 2025 in the mid-sized category and in the Top 25 by India’s Best Workplaces for Culture of Innovation 2025.

Want to work with highly motivated individuals on high-performance teams? Join WWT India today!

Key Responsibilities

• Resolve Complex Issues : Troubleshoot and resolve complex technical issues across Microsoft Azure and Microsoft 365 environments, working independently as the final escalation point for customer incidents.
• Lead Incident Resolution : Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing / documenting effective solutions and outcomes.
• Vendor Escalation Management : Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
• Azure Infrastructure Support : Manage and troubleshoot Azure infrastructure components (Azure Virtual Machines, Storage accounts, Virtual Networks, VPN gateways, ExpressRoute connectivity) during customer issue resolution.
• Microsoft 365 Support : Provide advanced support for Microsoft 365 services (Exchange Online, SharePoint Online, Teams, etc.), diagnosing and resolving service-related issues in customer tenants.
• ITIL Process Adherence : Adhere to ITIL processes (Incident, Change, and Problem Management) to ensure structured and efficient handling of support requests and changes.
• Documentation : Document all troubleshooting steps, RCA findings, and resolutions in the ticketing system or knowledge base for future reference and team knowledge sharing.
• Customer Communication : Collaborate with customers and internal teams to provide timely updates and ensure high customer satisfaction throughout the support case lifecycle.
• On-Call Support : Participate in an on-call rotation to provide after-hours support for critical incidents as needed, demonstrating flexibility and reliability.

Required Qualifications

Preferred Qualifications

Shifts : This role involve Fixed Night shifts