Role & responsibilities :

Performance Monitoring & Optimization :

- Analyze performance data to identify trends and make data-driven decisions.

Incident Management :

- Act as an escalation point for complex incidents ensuring prompt and effective response, following established incident response procedures.

- Analyze and resolve complex technical challenges within customer cloud environments, escalating issues as needed to hyper-scalers.

- Guide Cloud Platform Engineers in a pod to resolve issues promptly.

- Conduct root cause analysis to prevent future incidents.

- Document incident details for continuous improvement.

- Implement proactive measures to reduce the likelihood of incidents.

Security Posture Management :

- Implement and maintain security best practices within customer cloud environments, ensuring compliance with security policies and standards.

- Stay up-to-date with security threats and vulnerabilities, and apply appropriate patches and updates.

Cloud Infrastructure Management :

- Provide advanced technical expertise in one or more cloud domains, contributing to the design, implementation, and support of customer solutions.

Solution Delivery :

- Collaborate with Cloud Solution Architects and Cloud Platform Engineers to deliver complete cloud solutions that meet customer requirements and technical objectives.

Automation & Scripting :

- Develop and maintain automation scripts to streamline complex tasks, enhance efficiency, and reduce manual errors.

- Leverage scripting languages (e.g., Python, PowerShell) to automate complex tasks.

Collaboration & Communication :

- Effectively communicate with team members, stakeholders, and customers, providing timely updates and clear explanations of technical concepts.

- Collaborate with Cloud Platform Engineers, technical account managers, and customer success managers to ensure seamless service delivery.

Documentation & Knowledge Sharing :

- Contribute to the creation and maintenance of technical documentation, including runbooks and knowledge base articles.

- Share expertise with Cloud Platform Engineers and customers.

Continuous Learning & Development :

- Stay abreast of the latest cloud technologies, trends, and best practices, pursuing certifications and continuous learning opportunities to enhance technical skills and expertise.

- Participate in training and certifications to enhance skills and knowledge.

- Contribute to a culture of innovation and continuous improvement.

Customer Support :

- Provide advanced technical support to customers, addressing their service requests, questions and resolving issues.

- Collaborate with customer success teams to ensure customer satisfaction.

- Document knowledge base articles and FAQs to improve self-service capabilities.

Preferred candidate profile :

- Minimum of 7-12 years of hands-on experience in managing and supporting cloud environments, preferably with Microsoft Azure.

- Proven experience in a similar role, with a strong focus on Cloud Platform Managed Services.

- Experience in working in an environment to manage cloud platform operations at scale aligned with SLAs.

- Experience with cloud infrastructure components such as virtual machines, networking, storage, and databases.

- Proficiency with scripting and automation tools (e.g., PowerShell, Python, Bash, Ansible, Terraform (Any two)).

- Strong understanding of cloud security best practices and concepts.

- Extensive knowledge of ITIL framework and best practices.

- Proven ability to lead, inspire, and manage technical teams while driving high performance and collaboration.

- Strong relationship-building, communication, and problem-solving skills with a customer-centric approach.

- Good verbal and written communication skills for effective engagement with technical and business stakeholders.

- Strong analytical skills to address technical challenges and develop solutions.