Cloud Services Analyst

About Phoenixs Software: Phoenix is a premier, award-winning IT solutions and managed service provider (MSP) in the United Kingdom, holding deep specializations across the public sector. We empower critical public frameworks across healthcare, government administrations, education networks, housing authorities, defense sectors, and global charities to modernize their operations with confidence. Certified as a Great Place to Work® and regularly spotlighted on the UK Best Workplaces lists for Women and Development, Phoenix combines strategic cloud infrastructure management with data engineering, AI advancement, and cyber security architectures to directly protect systems utilized by millions of people every day.

Position Overview

We are seeking a highly analytical, escalation-focused, and cloud-fluent Cloud Services Analyst to join our centralized managed operations team under a permanent, full-time remote layout open across the United Kingdom, with a mandatory monthly touchpoint visit to our corporate headquarters in Pocklington (YO42). In this business-critical 3rd line support seat, you will claim absolute operational ownership, performance tuning, and technical incident resolution accountability across complex multi-tenant public sector environments. Shifting completely away from non-regulated office data entry transcription, basic frontend visual presentation styling, or routine outbound product marketing campaigns, you will lead an active cloud optimization, desktop virtual patching, and core infrastructure triage laboratory—partnering closely with internal DevOps squads and downstream technical specialists. This position requires an engineering professional with pre-existing MSP engineering history who configures cloud nodes fluidly natively using DevOps and automation scripts, administers Azure Virtual Desktop (AVD) clusters cleanly, leverages PowerShell or Azure CLI to compress manual system workflows, handles enterprise ITSM ticketing platforms systematically, and prepares workflows to achieve strict national Security Clearance (SC) thresholds.

Key Responsibilities

• 3rd Line Cloud Infrastructure Support: Troubleshoot, isolate, and resolve complex tier-3 technical incidents, configuration anomalies, and service disruptions across public sector systems natively utilizing DevOps guidelines.
• Azure Virtual Desktop (AVD) Administration: Oversee the staging, configuration, and day-to-day lifecycle management of complex AVD clusters, regulating user access matrices and performance monitors.
• Scripted Automation Engineering: Formulate, test, and deploy functional system scripts utilizing PowerShell and Azure CLI to minimize manual workloads and accelerate deployment speeds alongside internal DevOps networks.
• Azure Platform Optimization: Conduct granular cloud enhancements, resource tuning, and architectural changes to improve reliability metrics and system scale profiles.
• ITIL Ticket Management: Log, track, and audit client issues within high-velocity ITSM enterprise trackers, maintaining meticulous incident documentation and operational update summaries.
• Cross-Functional Collaboration: Partner face-to-face with strategic engineering experts and public sector system administrators to deliver prompt infrastructure diagnostics under shift-based timeline parameters.

Required Skills & Qualifications

• Proven professional history operating within a 2nd/3rd Line Technical Support, Cloud Administrator, Systems Engineer, or identical infrastructure capacity within a Managed Service Provider (MSP) environment.
• Mandatory Azure Ecosystem Mastery: Deep, hands-on production history managing, deploying, and optimizing Microsoft Azure cloud architectures, backed by a verified AZ-104 Microsoft Azure Administrator certification.
• Demonstrated experience supporting or administering enterprise-scale Azure Virtual Desktop (AVD) environments.
• Technical literacy utilizing scripting frameworks to facilitate automation layers, showing production familiarity with PowerShell or Azure CLI.
• Solid operational understanding of core ITIL processes, system architecture rules, and foundational networking configurations.
• National Security Alignment: Ability to satisfy requirements to attain UK National Security Clearance (SC)—requiring a minimum of 5+ years of continuous residency inside the United Kingdom with no criminal history record.
• Location Context: Position operates under remote parameters across the United Kingdom, with the strict professional flexibility to join monthly team sync events at the Pocklington headquarters.

Preferred Strategic Indicators (Nice to Have)

• Prior experience supporting cloud modernizations directly for UK healthcare bodies, local council governments, or housing associations.
• Familiarity with enterprise ITSM ticketing architectures (such as ServiceNow or Jira Service Management) and cloud security frameworks.
• Active continuous learning mindset with plans to achieve further expert-level Microsoft certifications.

What We Offer

• Top-Tier UK Managed Services Salary: A competitive, experience-calibrated base salary structure supplemented by structured learning allowances, shift compensations, and corporate perks.
• Highly flexible remote work options combined with structured learning pathways to pursue fully funded industry certifications and technical mentorship tracks.
• Certified Premier Workspace Culture: Direct integration inside a certified Great Place to Work® holding elite national listings on the Best Workplaces lists for Women, Wellbeing, and Professional Development.
• Comprehensive health care, wellbeing support systems, active employee inclusion networks, and flexible retirement savings architectures.
• Meaningful Modernization Missions: A highly collaborative workspace where your infrastructure achievements directly protect the charities and public sector systems keeping Great Britain running safely.