L2 Cloud Operations Support Engineer

Role Summary

The c will provide operational support for Abbott s Azure and AWS cloud-hosted environment, covering IaaS, cloud-native networking, Kubernetes platforms, Infrastructure as Code, CI/CD pipelines, backup and restoration, and high availability and disaster recovery. The role requires hands-on troubleshooting, automation, disciplined change execution, and effective coordination with Abbott, cloud providers, security teams, and internal CloudOps stakeholders.

Key Responsibilities

1. Cloud-hosted IaaS Environment Support

• Provide L2 operational support for cloud-hosted IaaS environments and resolve incidents, service requests, and technical issues within agreed processes.
• Coordinate with Azure and AWS support teams for cloud service-related issue resolution, escalation management, and service continuity.
• Leverage, maintain, and enhance automation scripts to streamline recurring operational and support activities.
• Provision virtual machines using approved operating system golden images through Terraform and Ansible.
• Identify unused or idle virtual machines and coordinate their power-down to optimise cloud consumption and cost.
• Decommission cloud resources in accordance with Abbott s approved cloud decommissioning process.
• Provide technical coordination for mutually agreed maintenance activities between Abbott and the CloudOps team.

2. Cloud-native Networking Services

• Provision and update VPCs, VNETs, subnets, route configurations, and associated cloud networking components based on approved designs and change requests.
• Provision cloud infrastructure resources using Terraform for third-party firewall platforms, including Zscaler and Alkira, in accordance with designs and requirements provided by Abbott s Security Team.
• Troubleshoot L2 connectivity and configuration issues and coordinate with network, security, application, and cloud provider teams for resolution.

3. Kubernetes Platform Operations

• Provide operational support for cloud-native Kubernetes platforms, including container provisioning, application deployment support, and container lifecycle management.
• Monitor Kubernetes cluster health, capacity, availability, and operational events across all in-scope clusters.
• Capture and report agreed Kubernetes metrics and KPIs and escalate recurring, critical, or capacity-related issues to the appropriate support teams.
• Perform approved standard operational changes and troubleshooting using documented procedures and runbooks.

4. Infrastructure Orchestration, Automation and CI/CD

• Leverage and enhance Abbott s existing orchestration, automation, and CI/CD processes for cloud infrastructure management.
• Execute cloud infrastructure pipeline deployments and configuration activities using Terraform and Ansible for in-scope IaaS, CaaS, and PaaS services.
• Orchestrate cloud infrastructure services and resource provisioning within Abbott s existing cloud Landing Zones.
• Monitor infrastructure pipelines during deployment, analyse failures, perform initial troubleshooting, and coordinate resolution or escalation.
• Maintain reusable Infrastructure as Code modules, scripts, configuration artefacts, and operational documentation under approved version-control and change-management practices.

5. Backup and Restoration

• Coordinate backup and restoration activities for Storage Accounts and virtual machines using approved cloud-native backup solutions.
• Perform backup administration, job monitoring, failure handling, restoration support, and backup reporting for in-scope services.
• Validate backup status and restoration outcomes, document evidence, and escalate exceptions or repeated failures through the agreed support process.

6. High Availability and Disaster Recovery Support

• Coordinate and execute periodic disaster recovery infrastructure failover and failback tests using the existing approved DR test plan.
• Configure and support Azure Site Recovery for virtual machine-based failover across Azure regions based on approved design inputs.
• Perform failover and failback testing to identify infrastructure gaps in the DR design and plan, and document findings for review.
• Facilitate infrastructure prerequisites before DR testing as requested by the DR Design and Build team.
• Support issue resolution, evidence collection, status reporting, and post-test remediation tracking for DR exercises.

Required Technical Skills

Hands-on administration and L2 support experience across

Microsoft Azure and Amazon Web Services.

Azure Virtual Machines, AWS EC2, OS golden images,

Azure Storage Accounts, managed disks, Amazon EBS and related

services.

Strong working knowledge of Terraform for provisioning and

configuration management.

Hands-on experience with Ansible, scripting, reusable automation,

and operational runbooks.

VNET, VPC, subnetting, routing, connectivity troubleshooting,

and infrastructure integration for Zscaler and Alkira.

Operational knowledge of Kubernetes, container provisioning,

deployment support, cluster monitoring, and lifecycle management.

Experience executing and monitoring infrastructure pipelines and

troubleshooting deployment failures.

Cloud-native backup, restore operations, Azure Site Recovery,

regional failover, failback, and DR testing support.

Incident, service request, change, problem, escalation,

documentation, KPI reporting, and technical coordination.

Preferred Certifications

• Microsoft Certified: Azure Administrator Associate (AZ-104).
• AWS Certified SysOps Administrator - Associate.
• AWS Certified Solutions Architect - Associate.
• Terraform Associate certification is an advantage.
• Kubernetes certification such as Certified Kubernetes Administrator (CKA) is an advantage.

Behavioural and Service Competencies

• Strong analytical, troubleshooting, and problem-solving capability for cloud infrastructure and platform incidents.
• Clear written and verbal communication with the ability to coordinate across Abbott, CloudOps, security, application, network, and cloud provider teams.
• Disciplined adherence to approved designs, standard operating procedures, change controls, security requirements, and escalation processes.
• Ability to document technical activities, maintain accurate operational records, and provide clear status, metrics, and KPI reporting.
• Proactive approach to automation, service continuity, cost optimisation, knowledge sharing, and continual improvement.
• Ability to work effectively in a multi-cloud, multi-vendor, and shift-based operations environment.