Azure DevOps Lead

Description:

• 10+ Years of experience in the IT industry with 4+ years as a support lead.
• Knowledge and experience in all Phases of Software Development Life Cycle (SDLC), Software Configuration Management (SCM), Continuous Integration (CI), Continuous Deployment (CD), Cloud Implementations and configurations.
• Experience with git workflows, and best practices of storing/managing infrastructure as a code in version control systems (including, but not limited to, Jenkins jobs, branching/merging, conflicts resolving, etc).
• Ability ideate and generate new revenue streams.
• Ability to clearly communicate with Business representatives of the client, map technical factors to corresponding business outcomes
• Strong problem-solving and communication skills
• Knowledge of common operating systems (Linux / Windows), networking, Azure infrastructure etc.
• Strong analytical skills to investigate and resolve customer issues/escalations
• Experience of Service management and ticketing tools (JIRA/SNOW service desk), incident and problem management
• Ability to work with offshore team to provide a seamless experience and meet customer expectations
• Proven people management and leadership skills
• Good knowledge of ITIL practices
• Experience in supporting large enterprise systems and their DevOps systems
• Able to multitask efficiently under time pressure
• Hands-on experience on Azure Cloud Platform (especially Azure Framework and VM services, container-related ASK Services).
• Knowledge of shell scripting and automation

Requirements:

N/A

Job Responsibilities:

• Drive customer satisfaction through excellent support.
• Be able to establish strong customer rapport, mine the account and generate new leads
• Be the first point of contact for escalations.
• Be able to engage into technical discussions with the stakeholders (DevOps, IaC, DevSecOps)
• Work very closely with the offshore Program Manager on all aspects of the project.
• Should be able to understand the application and DevOps architecture at a high level to assess the complexity of customer issues
• Create, maintain and institutionalize operational runbooks, SoPs, Knowledge base and hand-over process
• Review all technical support-related processes and documentation for continuous improvement
• Ensure support team goals and SLAs are met. Define and implement continuous improvement in SLAs
• Assist in the creation of the team KPIs as well as monitor and report on results
• Drive triage and reporting process
• Guide and coach the team on efficient debugging and troubleshooting
• Participate in timely resolving SEV1/2 incidents and responsible for sending regular status reports.
• Maintain best practices on managing systems and services across all environments
• Maintain project data & ensure status reports are created regularly