Cloud & Managed Apps -Tech Lead Cloud

MAIN RESPONSIBILITIES

• Technical Lead will be responsible for leading a team of engineers
• The role involves managing technical escalations, overseeing shift operations, ensuring adherence to SLAs, and driving cross-functional collaboration.
• The individual will act as the technical authority for Cloud infrastructure, mentor team members, and ensure effective communication between clients, internal teams, and management.
• Will define monitoring metrics with his/her team of engineers, will ensure reporting follows the requirements/KPIs.

KEY ACTIVITIES & TASKS

Lead and support daily operations across production and non-production environments.

. Oversee shift schedules, work allocation, and ticket prioritisation to ensure operational continuity.

. Handle L3-level troubleshooting for complex incidents.

. Collaborate with other technology towers to resolve cross-domain technical issues.

. Lead high-severity (P1/P2) incident resolution calls, communicate action plans, and ensure timely restoration of services.

. Implement upgrades and infrastructure improvements in compliance with IT policies.

. Maintain accurate documentation including standard operating procedures (SOPs), RCA reports, and configuration details.

. Prepare shift reports, operational dashboards, and performance summaries for management and clients

. Participate in client meetings, service reviews, and governance discussions.

. Drive continuous improvement initiatives focusing on automation, efficiency, and service quality.

. Managing build according to LLD/Security rules/policies

. DevOps: code review, code contribution

. Definition of monitoring metrics

. Lead incident response and resolution efforts for critical issues within the Cloud and Managed Applications scope, ensuring timely case creation, effective escalation, and continuous stakeholder communication.