Cloud Services Engineer at Babble Media,… · Pristina

Company Description

Why Babble?

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in:

• Microsoft Modern Work
• Cybersecurity
• Contact Centre Technology
• Mobile Solutions
• Communications & Connectivity

With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together!

About Us | Leading UK Cloud Solutions Provider | Babble

Job Description

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The purpose of this role is to take senior, hands‑on ownership of the organisation’s cloud services environment, ensuring it is secure, reliable, cost‑effective, and continuously improving. You will be responsible for managing, developing, and maintaining services across Microsoft Azure, Microsoft 365, and the Cisco Meraki environment, supporting modern ways of working and delivering high‑quality internal technology services.

What will you be doing?

The Cloud Services Engineer is accountable for the stability, performance, security, and continual improvement of the core cloud and network platforms that underpin day‑to‑day operations, particularly Microsoft Azure, Microsoft 365, and Cisco Meraki.

The role also supports a small on‑premises domain controller environment during its transition to full cloud operation. This includes planning and executing decommissioning activities in a controlled, low‑risk manner. Working closely with internal stakeholders and suppliers, you will ensure the platform estate is well governed, appropriately automated, and operated in line with modern best practice, including backup and disaster recovery readiness.

Accountabilities and Deliverables:

The role holder will be directly accountable for delivering the following operational and improvement objectives, with measurable outcomes aligned to agreed service standards, security requirements, and operational performance measures. A hands‑on approach is required where necessary.

Infrastructure, Cloud & Corporate Platforms

• Manage and maintain Microsoft Azure services to agreed availability, performance, and security standards, including monitoring, patching and updates (where applicable), backup and restore processes, capacity management, and lifecycle governance.
• Act as a senior technical escalation point for cloud services incidents and problems, driving effective triage, root‑cause analysis, remediation, and preventative improvements. Develop and maintain operational runbooks and documentation to improve reliability and response.
• Own the ongoing evolution of the cloud services estate, improving security posture, automation, resilience, and cost efficiency. Provide day‑to‑day oversight of suppliers supporting Azure, Microsoft 365, and Meraki services, monitoring service quality and escalating issues as required.
• Maintain and support the remaining on‑premises domain controller environment during the transition period, including identity and DNS dependencies. Deliver a planned and documented decommissioning approach with appropriate testing, rollback planning, and stakeholder communication.
• Own and maintain backup and disaster recovery services for cloud and hybrid infrastructure, including defining recovery procedures, testing restore capabilities, maintaining DR runbooks, and ensuring recovery point and recovery time objectives are documented and achievable.

Network, Connectivity & Operations

• Manage and maintain the Cisco Meraki environment (switching, wireless, and security appliances as applicable), ensuring consistent configuration, monitoring, firmware lifecycle management, and secure network access aligned to agreed standards.
• Ensure network and cloud service incidents are logged, tracked, and resolved within agreed response and resolution targets. Contribute to post‑incident reviews and implement corrective and preventative actions.
• Coordinate operational oversight for network and internet connectivity suppliers, monitoring performance against agreed benchmarks and supporting service reviews, renewals, and technical change activity.
• Ensure the internal cloud and network environment remains a credible reference implementation, supporting technical walkthroughs and knowledge sharing where appropriate, without detracting from core operational responsibilities.

Internal IT Support & End-User Services

• Provide senior‑level support for Microsoft 365 services (including Exchange Online, Teams, SharePoint, and OneDrive), alongside identity and access management. Ensure services are securely configured, operated to agreed standards, and that end‑user impact is minimised.
• Support onboarding and offboarding processes and endpoint provisioning via Intune and Autopilot, including policy configuration, compliance, application deployment, and device health reporting. Work with service desk colleagues and suppliers to maintain operational readiness and supportability.
• Collaborate with internal support teams and third‑party providers to maintain a reliable, responsive end‑user service. Identify recurring issues, enhance knowledge articles and runbooks, and automate common tasks where possible.
• Support the configuration and ongoing management of Microsoft Teams telephony services, including Teams Phone licence allocation, call plan configuration, call queues, auto‑attendants, number assignment, and voicemail. Escalate Five9 contact centre matters to the appropriate business teams as required.

Leadership & Continuous Improvement

• Provide technical leadership across the cloud services estate by defining standards, improving documentation, mentoring peers where appropriate, and driving adoption of modern operational practices such as monitoring, automation, least‑privilege access, and secure configuration baselines.
• Maintain visibility of cloud and licensing costs across Azure and Microsoft 365, identifying and implementing optimisation opportunities to improve value for money while balancing service quality, security, and reliability.
• Coordinate with the Security function on vulnerability remediation, patching priorities, and security incident response activities impacting cloud and infrastructure services, ensuring timely action in line with agreed security policies and controls.
• Support software licence and entitlement management for cloud and infrastructure services (including Azure and Microsoft 365), contributing to licence tracking, compliance reporting, cost optimisation, and renewal planning as directed by the Technical Operations Manager.
• Ensure all infrastructure and cloud service changes follow the agreed change management process, including appropriate assessment, documentation, approval, and communication prior to implementation.

What else looks good for this role:

• Experience driving improvement and maturity within established IT estates, rather than working solely on greenfield projects.
• Background working within lean or small‑team environments, with a proven ability to deliver results efficiently and cost‑effectively.
• Familiarity with Zero Trust connectivity principles or cloud‑first security frameworks, supporting continuous improvement and secure operational practices.
• A balanced approach to operational discipline and pragmatic problem‑solving, delivering efficiency and stakeholder satisfaction in line with business objectives.
• Experience supporting Microsoft Teams telephony services (including Teams Phone, call queues, auto‑attendants, and direct routing) within a corporate environment.

Qualifications

• Extensive experience in a hands‑on Cloud, Infrastructure Engineering, or IT Operations role, with proven ownership of production services, incident and problem management, and continuous improvement aligned to agreed service standards.
• Demonstrable practical expertise in Microsoft Azure, including core services, monitoring, security controls, and governance, with experience designing, implementing, and maintaining cloud services in a controlled and supportable manner.
• Strong knowledge of Microsoft 365 administration, including Entra ID (Azure AD), Exchange Online, Microsoft Teams, SharePoint, and OneDrive, alongside device management using Intune and Autopilot to support hybrid working environments.
• Strong background in networking and connectivity, ideally including Cisco Meraki, with experience maintaining secure wired and wireless environments and working with third‑party connectivity providers.
• Experience supporting hybrid identity and on‑premises dependencies (such as domain controllers and DNS), with the ability to plan and safely execute decommissioning or migration activities with minimal business disruption.
• Excellent problem‑solving skills with a customer‑centric, service‑focused mindset, able to communicate clearly with both technical and non‑technical stakeholders and take full ownership through to resolution.
• Experience with backup, recovery, and disaster recovery planning in cloud and hybrid environments, including defining, documenting, and regularly testing recovery procedures.

Additional Information

Why work for Babble?

• Annual Leave: 20 days’ paid holiday
• Public Holidays: 12 paid bank holidays
• Pension: Statutory pension provision
• Sick Leave: Up to 20 days’ statutory sick pay
• Working Pattern: 10‑day fortnight
• Work Environment: Full‑time, office‑based role
• Parental Leave: Statutory maternity and paternity leave

The recruitment journey

We aim to fill this role quickly while ensuring we appoint the right person. The recruitment process will begin with an initial screening call. If successful, you will then progress to an interview via Microsoft Teams, with a possible follow‑up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider