Overview
Hybrid
Depends on Experience
Full Time
Able to Provide Sponsorship
Skills
Microsoft Azure
Azure performance monitoring
Azure operations
Application Support
Production Operations
Technical Service Management
Team Leadership
People Management
Offshore Team Management
Ticket Triage
Troubleshooting
Root Cause Analysis
Incident Management
Problem Management
Change Management
ITIL
Process Automation
Proactive Monitoring
Documentation
Knowledge Sharing
KPI Reporting
Operational Insights
.NET
C#
SQL Server
IIS
WCF
Windows Application Environments
Log Analysis
SQL Query Writing
System Performance Analysis
ServiceNow
Application Insights
Release Management
Vendor Management
Communication Skills
Collaboration
Continuous Improvement
Environment Stability
Microsoft Technologies
Enterprise Application Support
Uptime Monitoring
Data Integrity
Regulated Environments
Audit Compliance
Azure
Dot Net
Job Details
Key Responsibilities
- Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution.
- Supervise and mentor a team of ~8 Support Analysts (both onshore and offshore).
- Act as the escalation point for complex incidents, performing hands-on troubleshooting and root cause analysis as needed.
- Collaborate closely with Microsoft other vendors and internal engineering teams on Azure performance, environment stability, and release management.
- Review and analyze logs, daily performance reports, and service metrics to ensure consistent application uptime and SLA adherence.
- Maintain strong communication and coordination across business, technical, and vendor teams.
- Implement best practices for incident, problem, and change management (ITIL).
- Drive continuous improvement across the support function process automation, proactive monitoring, documentation, and knowledge sharing.
- Report KPIs, trends, and operational insights to leadership.
Qualifications
- 8+ years of experience in Application Support, Production Operations, or Technical Service Management, including 3+ years in a leadership or management capacity.
- Strong understanding of Microsoft Azure architecture, monitoring, and operational tools.
- Technical proficiency in .NET / C#, SQL Server, and IIS/WCF/Windows-based application environments.
- Hands-on ability to review logs, write SQL queries, and interpret system performance data.
- Prior experience managing offshore support teams and coordinating global operations.
- Excellent written and verbal communication skills; ability to interface effectively with vendors, engineers, and business stakeholders.
- Knowledge of ServiceNow, Application Insights, and ITIL-based processes.
- Bachelor's degree in Computer Science, Information Systems, or related discipline.
Ability to code/troubleshoot code for C#, .Net, SQL, Service Now experience.
Preferred Experience
- Experience supporting large-scale enterprise application
- Familiarity with regulated or audit-focused environments where uptime and data integrity are mission-critical.
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