Cloud Services Engineer

Location: Pristina, Pristina, Kosovo
Contract Type: Permanent

Company Description:

• Babble is a Customer Experience-led growth business and a trusted advisor for cloud-based technologies, empowering businesses with solutions from leading providers.
• Specialisations:
  • Microsoft Modern Work
  • Cybersecurity
  • Contact Centre Technology
  • Mobile Solutions
  • Communications & Connectivity

Job Description:
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. The role is responsible for managing, developing and maintaining services across Microsoft Azure, Microsoft 365 and the Cisco Meraki environment, supporting modern ways of working and high-quality internal technology services.

Accountabilities and Deliverables:

Infrastructure, Cloud & Corporate Platforms

• Manage and maintain Microsoft Azure services to agreed availability, performance, and security standards, including monitoring, patching/updates (where applicable), backup/restore, 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/M365/Meraki, monitoring service quality and escalating issues as required.
• Maintain and support the remaining on-premises domain controller environment during the transition period, including identity/DNS dependencies, and deliver a planned, documented decommissioning approach with appropriate testing, rollback 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, 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, contributing to post-incident reviews and implementing corrective/preventative actions.
• Coordinate operational oversight for network and internet connectivity suppliers, monitoring performance against agreed benchmarks and supporting service reviews, renewals and technical changes.
• 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 (e.g., Exchange Online, Teams, SharePoint/OneDrive) and identity/access management, ensuring services are configured, secured and operated to agreed standards and that end-user impact is minimised.
• Support onboarding and offboarding processes and endpoint provisioning (Intune/Autopilot) including policy configuration, compliance, application deployment and device health reporting, working with service desk colleagues/suppliers to maintain readiness and supportability.
• Work with internal support teams and third-party providers to maintain a reliable, responsive end-user service. Contribute to service improvement by identifying recurring issues, enhancing knowledge articles/runbooks, and automating 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, escalating contact centre matters to the relevant business team.

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 (monitoring, automation, least privilege, secure configuration baselines).
• Maintain visibility of cloud and licensing costs (Azure and Microsoft 365), identifying and implementing opportunities for optimisation and improved 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 affecting 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 (Azure, 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 before implementation.

What else looks good for this role:

• Experience driving improvement and maturity in established IT estates, rather than focusing solely on greenfield projects.
• Background working within lean or small-team environments, with a track record of delivering results efficiently and cost-effectively.
• Familiarity with Zero Trust connectivity principles or cloud-first security frameworks.
• A balanced approach to operational discipline and pragmatic problem-solving.
• Experience supporting Microsoft Teams telephony services (Teams Phone, call queues, auto-attendants, direct routing) in a corporate environment.

Qualifications:

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

Additional Information:

• Benefits:
  • Annual Leave: 20 days’ paid holiday
  • Public Holidays: 12 paid bank holidays
  • Pension: Statutory pension provision
  • Sick Leave: 20 days’ statutory sick pay
  • Working Pattern: 10‑day fortnight
  • Work Environment: Office-based role
  • Parental Leave: Statutory maternity and paternity leave
• The recruitment journey will consist of a screening call, followed by a Teams interview and possibly a follow-up interview and competency testing depending on requirements.
• Direct Candidates Only