Cloud Command Analyst

“Ready to be the first line of defence, tackle complex challenges, and keep our cloud environments secure and running smoothly?”

As a frontier partner, we grow through great people, smart tech, and teamwork between humans and AI.

The Cloud Command Analyst (CCA) serves as the first technical escalation point within the Cloud Command Center (CCC) team after the Service Desk. The primary responsibility is to provide first-level technical support to customers, ensuring prompt case resolution within Service Level Agreements (SLAs). The CCA role focuses on monitoring, troubleshooting, and escalating cases efficiently while maintaining high service quality. 

This role is ideal for individuals looking to grow in the space of Cloud technologies, IT operations, and incident management, with opportunities to progress into senior roles such as Cloud Command Engineer (CCE) and resolver groups. 

What You’ll Do:

Technical Support & Incident Handling 

• Provide first-level troubleshooting and resolution of technical issues logged through ServiceNow or monitoring alerts. 
• Triage and analyse cases, ensuring proper categorisation and escalation where required. 
• Monitor event logs, alerts, and system health dashboards to identify potential problems. 
• Perform initial investigations on Microsoft Cloud solutions, including Azure, Microsoft Defender, Microsoft Intune, and Windows OS environments. 
• Follow SOPs and Knowledge Base articles to ensure accurate and consistent troubleshooting. 
• Escalate unresolved issues to Cloud Command Engineers (CCE) following the case escalations process. 
• Maintain detailed and accurate documentation of all interactions, investigations, and solutions provided. 

Case Management & SLA Adherence 

• Ensure cases are assigned correct priorities, ensuring SLA compliance. 
• Conduct regular queue management and follow-up to prevent backlog accumulation. 
• Communicate with customers in a professional and timely manner, ensuring updates are provided on open cases. 
• Identify repeat incidents and contribute to root cause analysis where necessary. 

Collaboration & Knowledge Sharing 

• Participate in handover calls between shifts to ensure seamless continuity of ongoing cases. 
• Work closely with CCE and Tech Lead to improve technical awareness and troubleshooting skills. 
• Contribute to internal documentation, ensuring SOPs and troubleshooting guides are up to date. 
• Assist with mentoring new team members, providing guidance on CCC processes and best practices. 

What We’re Looking For:

• 1+ years’ experience in a Technical Support, IT Services, Service Desk, IT Support, NOC or Cloud Support role within an MSP or enterprise environment. 
• Basic knowledge of Microsoft cloud services (M365, Azure, Defender, Intune, Endpoint Manager, Windows OS). 
• Strong troubleshooting and problem-solving skills in an SLA-driven environment. 
• Experience working with IT ticketing systems like ServiceNow. 
• Familiarity with ITIL best practices. 

Highly Desirable:

• CompTIA A+, Network+, or Microsoft certifications (MS-900, AZ-900, SC-900, AI-900, DP-900, MD-102).  
• Experience with event monitoring tools (PRTG, Azure Monitor, Log Analytics).  
• Understanding of basic security principles and incident response methodologies.  

What We Offer:

• Responsible Time off (uncapped annual leave)
• Group Life Cover /Disability Income Cover/ Trauma Insurance Cover (Injury / Disability)
• Fitness Cash Contribution
• Pension Fund Contribution
• Medical Insurance Contribution
• Employee Assistance Programme
• Enhanced Maternity & Paternity Leave
• Endless Growth Opportunities: We provide ample opportunities for professional development, mentoring, and advancement.
• Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.

At Cloud Direct, we believe that diversity, equity, and inclusion are essential to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered. We welcome applicants from all backgrounds and strive to build a team that reflects the diverse communities we serve. We encourage candidates of all races, ethnicities, genders, sexual orientations, ages, abilities, and socioeconomic statuses to apply.