Senior Cloud System & Support Analyst

About the role

The Senior Cloud System & Support Analyst will act as the subject‑matter expert for IOB’s cloud infrastructure and AI solutions, ensuring continuous availability, optimal performance, and security of Microsoft 365, Microsoft Copilot and related services. The role combines advanced 2nd‑line troubleshooting with proactive improvement of processes and documentation.

Key responsibilities

• Provide high‑quality support and manage change to avoid user disruption.
• Plan, document, obtain sign‑off and execute scheduled maintenance, upgrades and platform changes.
• Liaise with external suppliers and third‑party vendors within agreed SLAs to resolve incidents.
• Assist in the development and enhancement of SaaS platforms in collaboration with system owners.
• Conduct periodic disaster‑recovery, business‑continuity and cyber‑security scenario testing.
• Maintain up‑to‑date documentation for systems, licences and services.
• Implement operational health checks, monitoring and performance‑optimisation initiatives.
• Induct and train junior team members as required.
• Promote and improve the security posture of M365 and Azure assets.
• Participate in governance activities such as CAB meetings, security audits and compliance validations.

Required profile

• Proven experience as a cloud systems analyst or support engineer in a senior capacity.
• Strong understanding of Microsoft 365, Azure and AI‑enabled services.
• Demonstrated ability to manage incidents, perform root‑cause analysis and communicate technical information in non‑technical terms.
• Experience working with external suppliers and adhering to service‑level agreements.
• Ability to produce clear, comprehensive documentation and training material.

Required skills

• Microsoft 365
• Microsoft Copilot
• Microsoft Azure
• SaaS platform development
• Disaster recovery and business continuity planning
• Cyber‑security best practices
• Monitoring and health‑check tooling
• Governance processes (CAB, security audits)
• Configuration of roles, policies and permissions