Remote Infrastructure Operations Lead (US Onshore)

Lead day-to-day infrastructure operations , ensuring operational stability, effective incident resolution, and coordinated delivery across onshore and offshore teams. Serve as the primary technical and operational interface for customer., * Lead infrastructure incident, problem, service request and change management activities.

• Provide L2/L3 support for Azure Virtual Desktop (AVD), Windows 365, FSLogix and end-user computing environments.
• Troubleshoot user-session, application access, performance and connectivity issues.
• Coordinate application onboarding, complex application packaging, UAT and production deployment activities.
• Execute approved infrastructure changes requiring restricted or US-authorized access.
• Coordinate critical incidents, technical escalations, root-cause analysis and corrective actions.
• Manage operational priorities, service reporting, runbooks and knowledge transfer.
• Coordinate offshore engineering activities and ensure appropriate handoffs and service continuity., For all Work-at-Home opportunities, we have the following requirements. Please note that we do not provide hardware/equipment and we are unable to accept Chromebooks.
• Operating System (OS): Windows 11 or higher - (must be native & activated)
• Processor: 4 Core processor needs a 1.6 GHz minimum clock speed or higher
• RAM: 8GB or higher
• Monitor Size: At least one 15” or larger monitor (more than one will make things easier)
• USB headset (Hard-wired, not wireless, recommend ensuring Google Meet-compatible)
• Webcam specifically for your intended work computer (Recommend ensuring Google Meet-compatible)
• A quiet, distraction-free environment for the duration of your shift minus any breaks

• Strong Windows infrastructure, Azure Virtual Desktop and Windows 365 administration.
• Microsoft Intune, endpoint management, application deployment and FSLogix.
• Microsoft Entra ID, Active Directory and Group Policy troubleshooting.
• ServiceNow or equivalent ITSM platform; ITIL incident, change and problem management.
• Experience supporting regulated or controlled-access environments.

Preferred Certifications

• Microsoft Azure Administrator (AZ-104)
• Azure Virtual Desktop Specialty (AZ-140)
• ITIL 4 Foundation, * You must have DSL, Cable, or Fiber internet only - we are unable to accept fixed wireless, hotspot, or satellite internet.
• Internet speeds of at least 20mbps download, 5mbps upload, with ideally less than 100ms ping and jitter to ensure a reliable internet connection (there is an internet speed test linked in the application)
• The ability to have a direct, Ethernet connection to ensure a reliable internet connection

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off
• Referral program