Cloud Infrastructure Services Technician

About Us

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos' complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at

Role Summary

The Cloud Operations Engineer ensures the continuous availability, performance, and reliability of cloud-hosted/On-prem applications and infrastructure through 24x7 support operations. This role involves proactive monitoring of critical systems, swiftly identifying and resolving incidents, and escalating issues to the appropriate teams, when necessary, in alignment with IT Service Management (ITSM) best practices. The engineer plays a key role in minimising downtime, optimising system performance, and maintaining the overall health of the cloud environment.

• Ensure 24x7 Operational Coverage: Participate in a rotational on-call schedule, including nights, weekends, and holidays, to provide continuous operational support and rapid incident response for cloud-hosted applications and infrastructure.
• Monitor and Detect Incidents: Perform real-time monitoring of infrastructure, platforms, and applications to identify anomalies, performance degradation, or service disruptions using industry-standard tools and dashboards.
• First-Level Incident Response: Serve as the first line of defence for incident management by promptly acknowledging alerts, triaging issues, and executing documented runbooks for a quick resolution.
• Escalation and Coordination: Escalate unresolved or critical issues to appropriate support or engineering teams in accordance with defined ITSM escalation protocols, ensuring minimal impact on service availability.
• Incident Communication and Management: Act as the central point of contact for incident updates, ensuring clear, timely, and accurate communication with internal stakeholders and affected business units.
• Collaboration Across Teams: Work closely with application support, DevOps, infrastructure, and network teams to troubleshoot, resolve, and prevent operational issues from reoccurring.
• Root Cause and Continuous Improvement: Participate in Root Cause Analysis (RCA) processes following major incidents and contribute to developing preventive measures and service improvement plans.
• Standard Operating Procedures Adherence: To ensure consistent and reliable operations, follow and maintain standard operating procedures (SOPs), change management policies, and compliance requirements.
• Proactive Problem Identification: Identify and proactively report potential risks, configuration issues, or performance bottlenecks, enabling preemptive resolution and optimisation.
• Operational Readiness and Documentation: Maintain accurate documentation of systems, procedures, and incident logs and contribute to the enhancement of knowledge base articles and operational guides.
• Support for Change and Release Activities: Assist in validating the stability and health of systems during planned maintenance, releases, or infrastructure upgrades, coordinating with relevant teams to ensure minimal disruption

• Proficiency in managing and troubleshooting services across at least one major cloud provider: AWS or Microsoft Azure.
• Familiarity with core cloud services (Compute, Storage, Networking, IAM, Monitoring, Auto Scaling, etc.).
• Hands-on experience with enterprise-grade monitoring tools such as Grafana, Logic Monitor, and CloudWatch.
• Ability to configure alerts, dashboards, and automated health checks.
• Strong knowledge of ITIL principles and experience with ITSM tools like PagerDuty, Jira Service Management.
• Understanding of incident triage, escalation procedures, service restoration, and Root Cause Analysis (RCA).
• Working knowledge of Linux and Windows operating systems in a cloud or hybrid environment.
• Familiarity with system administration tasks, shell scripting, and log analysis.
• Ability to create and maintain basic scripts using Bash, Python, or PowerShell to automate operational tasks and monitoring functions.
• Understanding of CI/CD pipelines, deployment processes, and integration with cloud environments.
• Exposure to tools like Git and Jenkins CI/CD is a plus.
• Basic understanding of TCP/IP, DNS, VPN, firewalls, load balancers, and cloud networking concepts (VPCs, NSGs, Subnets).
• Familiarity with identity and access management (IAM) and security best practices in a cloud environment.
• Experience working with centralized logging solutions (e.g., AWS Cloudwatch or Azure Log Analytics).
• Ability to trace incidents and correlate logs across distributed systems.
• Strong habit of maintaining accurate operational documentation and runbooks.

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Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit

· Employee-led diversity and inclusion networks that build community and provide education and advocacy

· Annual charity and fundraising initiatives and volunteer days for employees to support local communities

· Global employee sustainability initiatives to reduce our environmental footprint

· Global fitness and trivia competitions to keep our bodies and minds sharp

· Global wellbeing days for employees to relax and recharge

· Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We're proud of the diverse and inclusive environment we have at Sophos, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos' data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos