Responsibilities:
Lead Manager for an application portfolio, owning end to end Application Support and Operations for both traditional and AI native/agentic applications, ensuring timely and accurate ticket triage, troubleshooting, and resolution for Multi agent workflows (triage, diagnosis, remediation, communications)
Drive adoption and operationalization of Agentic Operations, including AI assisted triage, diagnostics, self healing actions, and automated communications, ensuring alignment with enterprise controls and reliability standards
Continuously improve support operations by driving: Increased automation and self healing, Proactive monitoring and anomaly detection, Strong documentation, and AI augmented knowledge management
Maintain strong communication and coordination across business stakeholders, engineering, SRE, platform, MSFT, vendor teams on Azure performance, AI service stability, observability, release management, and change coordination
Qualifications:
Minimum five years of recent experience in application support, production operations, or technical service management; minimum three years of recent experience in leadership or manager role
Bachelor s degree from an accredited college or university in computer science, Information Systems, or a related field is required
Strong understanding of Microsoft Azure architecture, monitoring, and operational tooling, including support for AI enabled services such as ASE platform, Azure functions, Azure SQL, .Net, IIS/Windows based environments
Demonstrated ability to operate and scale AI assisted support models, balancing automation with human oversight
Excellent written and verbal communication skills, with the ability to translate complex technical and AI related issues for executive and business audiences
Practical knowledge of ServiceNow, Application Insights, and ITIL based processes
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