IT Service Desk L3 - Sr Cloud Engineer

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics - then Sabre is right for you!

Role Overview

The position focuses on providing advanced technical support and acting as the primary escalation point for complex issues related to Azure and Office 365 that Level 2 agents cannot resolve. The engineer will also be responsible for driving cloud initiatives and optimizing support processes using Microsoft Azure and Microsoft Solutions Framework (MSF) technologies. Collaboration and knowledge sharing within the team are emphasized to improve both cloud and on-premises support operations

Key Duties

• Serve as the main escalation contact for complex Azure/Office 365 issues beyond Level 2 capabilities.
• Analyze and troubleshoot advanced incidents related to Azure and Office 365, ensuring quick resolution and minimal service disruption.
• Provide training and mentorship to Level 2 agents to enhance their technical skills.
• Document procedures, troubleshooting steps, and solutions for team knowledge sharing.
• Monitor cloud and on-premises infrastructure proactively to prevent issues.
• Collaborate with cross-functional teams to improve internal support procedures
  
  

• Excellent verbal and written communication skills with a high level of English proficiency.
• At least 6 to 8 years of experience in IT service or support roles
  
  

• Two years supporting Microsoft 365 products including Exchange Online, SharePoint Online, Teams, PurView, and Defender (desired).
• One year supporting Windows Server infrastructure such as Domain Controllers (Active Directory, GPO, DNS), Azure AD Connect in hybrid environments, and PowerShell scripting
  
  

• Experience managing Azure Identity and access services: Entra ID, Users and Groups, Privileged Identity Management (PIM), Conditional Access, Multi-Factor Authentication (MFA), App Registration, Single Sign-On (SSO) configuration, and licensing.
• Familiarity with other Azure services like Storage Accounts (File Shares, Blobs), Azure Virtual Desktop, Intune (for cloud and hybrid device management), and Universal Print
  
  

• Knowledge of Windows Server infrastructure components such as Network Policy Server (NPS) and Public Key Infrastructure (PKI).
• Experience with ServiceNow for incident management, knowledge articles, and change management.
• Working within an ITIL framework.
• Proven experience in writing technical documentation and mentoring staff