Multi-Cloud Infrastructure & Network Expert

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Role Description

Responsabilities

• Act as the Level 3 escalation point for complex Cloud and Hybrid Infrastructure incidents escalated by L1 and L2 support teams.
• Perform advanced troubleshooting across Microsoft Azure, Amazon Web Services (AWS), and Alibaba Cloud environments.
• Investigate and resolve complex cloud networking and hybrid connectivity issues impacting business-critical services.
• Troubleshoot cloud networking components including Virtual Networks (VNet), Virtual Private Clouds (VPC), Subnets, Routing, Peering, Network Security Groups (NSG), Security Groups, Cloud Firewalls, DNS, VPN, NAT, Load Balancers, Private Connectivity, and Internet Gateways.
• Analyze cloud-native monitoring data, logs, metrics, and alerts to identify root causes and service impacts.
• Diagnose and differentiate issues related to Cloud Platforms, Networks, Firewalls, Operating Systems, and Applications.
• Troubleshoot connectivity between Cloud environments, Data Centers, Internet Service Providers, and corporate locations.
• Coordinate with Microsoft, AWS, Alibaba Cloud, and third-party vendors for complex issue resolution and service restoration.
• Participate in Major Incident (P1/P2) bridges and provide expert-level technical support during critical service outages.
• Lead cloud-related recovery activities, impact assessments, and technical investigations during high-severity incidents.
• Collaborate with Network, Security, Firewall, Windows, Linux/Unix, Application, and Infrastructure teams to restore services and minimize business impact.
• Contribute to Root Cause Analysis (RCA) activities and implement corrective and preventive actions to improve service resilience.
• Own escalated incidents through ServiceNow and ensure resolution in accordance with agreed SLA and OLA commitments.
• Prepare and implement Cloud infrastructure changes, including technical risk assessments, implementation plans, validation procedures, and rollback strategies.
• Create and maintain operational procedures, technical documentation, knowledge articles, and troubleshooting guides.
• Mentor L1 and L2 engineers by providing advanced Cloud troubleshooting guidance and technical coaching.
• Identify recurring issues and opportunities for automation, operational efficiency, and continuous service improvement.
• Participate in a global 24x7 operational support model, including shift rotations, on-call support, and weekend coverage when required.

Qualificiations

• Bachelor’s degree in Computer Science, Information Technology, Cloud Computing, Engineering, or a related technical field (preferred).
• Minimum 7+ years of experience in Cloud Infrastructure Operations, Multi-Cloud Support, or Enterprise Infrastructure Services.
• Proven leadership experience managing critical incidents and driving technical resolution in large-scale production environments.
• Extensive hands-on experience with Microsoft Azure and Amazon Web Services (AWS) cloud platforms.
• Experience supporting Alibaba Cloud infrastructure is highly desirable.
• In-depth understanding of Cloud Networking concepts including VNet, VPC, Routing, Peering, DNS, VPN, NAT, Security Groups, NSG, Cloud Firewalls, and Load Balancing services.
• Strong knowledge of Hybrid Cloud architectures and connectivity solutions connecting Cloud, Data Center, and Enterprise Network environments.
• Experience with cloud monitoring, observability, and logging platforms for advanced troubleshooting and performance analysis.
• Working knowledge of Windows and Linux operating systems within cloud-hosted environments.
• Strong understanding of ITIL-based Incident, Problem, Change, and Request Management processes.
• Experience working within mission-critical 24x7 operational support organizations.
• Knowledge of Infrastructure as Code (IaC), automation, and cloud operational best practices is highly desirable.
• Relevant certifications such as Microsoft Azure Certifications, AWS Certifications, Alibaba Cloud Certifications, and ITIL Foundation are highly preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in written and spoken English.
• Strong analytical and reporting skills.
• Proficiency in ServiceNow, cloud-native monitoring platforms, and enterprise operational support tools.