Job Description:
Role Details
1. Team Leadership:
- Knowledge of ITIL processes and incident management frameworks.
- Lead and mentor a team of Level 1 and Level 2 engineers, ensuring efficient handling of support activities.
- Provide technical guidance to resolve complex issues and optimize workflows.
- Assign tasks, track progress, and ensure SLA compliance for support tickets.
2. Technical Oversight:
- Manage the support operations for applications and pipelines built on Azure Databricks, PySpark, Azure Data Factory, and Azure Function Apps.
- Oversee the monitoring and maintenance of Azure SQL databases and AKS deployments.
- Review and debug Python-based scripts and PySpark jobs to resolve incidents and optimize performance.
3. Incident Management and Escalation:
- Serve as the escalation point for critical incidents and production issues.
- Ensure root cause analysis (RCA) is conducted for recurring incidents and preventive measures are implemented.
- Drive effective communication with stakeholders on incident status and resolution timelines.
4. Process Optimization and Automation:
- Identify and implement improvements in support processes to enhance efficiency and reliability.
- Leverage automation tools to reduce manual intervention and streamline operations.
5. Collaboration and Stakeholder Management:
- Work closely with cross-functional teams, including development and operations, to ensure alignment and timely issue resolution.
- Provide regular updates and reports to leadership and stakeholders on support performance metrics.
6. Documentation and Knowledge Sharing:
- Develop and maintain comprehensive documentation for support processes, incident resolutions, and system configurations.
- Conduct training sessions and knowledge-sharing workshops for the support team.
