Support Lead

• 7+ years of experience in IT support, with at least 3 years as a Support Lead.
• Hands-on experience in Azure Cloud-based applications and integrations.
• Expertise in ServiceNow or similar ticketing tools for managing IT service requests and incidents.
• Strong troubleshooting skills in Generative AI (Azure OpenAI, LLMs), OCR, SAP, Oracle, and Azure Logic Apps.
• Experience in Azure Monitor, Application Insights, Log Analytics, and other observability tools.
• Knowledge of incident, change, and problem management processes within ITSM frameworks.
• Ability to create and maintain support documentation, SOPs, and troubleshooting guides.

Key Requirements

• Lead the L1/L2/L3 application support team, ensuring timely resolution of incidents and service requests.
• Manage ServiceNow (or similar ticketing tool) for tracking, prioritizing, and resolving tickets efficiently.
• Oversee the support operations for an Azure-based application, ensuring uptime, performance, and issue resolution.
• Troubleshoot and resolve GenAI, OCR, SAP, Oracle, and Azure Logic Apps-related issues.
• Work closely with development, DevOps, and cloud teams to identify and resolve recurring issues.
• Perform root cause analysis (RCA) for major incidents and implement long-term fixes.
• Optimize Azure Monitoring, Application Insights, and Log Analytics to enhance issue detection and proactive support.
• Develop and implement support SLAs, escalation procedures, and performance metrics.
• Conduct knowledge transfer sessions and create detailed documentation for troubleshooting and support playbooks.
• Participate in ITSM (IT Service Management) processes, including incident, problem, and change management.
• Collaborate with business users and stakeholders to gather feedback and improve support efficiency.
• Stay updated with the latest Azure, AI, and automation tools to enhance support operations.