Azure Support Lead

Job Summary:

We are seeking a highly skilled and proactive Lead Operations Engineer to oversee and support our Data and Analytics (DNA) platform in a mission-critical, 24x7x365 environment. This role is responsible for delivering Level 2 (L2) and Level 3 (L3) support for the Data and Analytics team, ensuring stability, performance, and continuous improvement of our data platforms and processes.

The position operates within a rotational shift model, covering 16 hours per day, 7 days a week, to ensure uninterrupted support during critical processing hours. As a senior member of the team, you will lead offshore operations, act as the primary escalation point, and drive operational excellence through automation, process optimization, and cross-functional collaboration.

Essential Functions/Responsibilities:

• Operational Leadership:
  Lead and mentor a team of offshore engineers supporting DNA production, QA batch jobs, and applications. Ensure seamless operations across shifts and act as the primary escalation point for critical issues.
• Production Support & Incident Management:
  Troubleshoot and resolve complex production issues related to data, systems, and applications. Drive root cause analysis and implement long-term solutions to prevent recurrence.
• System Monitoring & Performance Optimization:
  Monitor job schedules, application performance, and system health using enterprise tools. Proactively identify and resolve performance bottlenecks.
• Environment Management:
  Administer and maintain EIM environments across Azure and BI platforms. Lead environment refreshes, cutovers, and release activities for major and minor deployments.
• Documentation & Knowledge Sharing:
  Develop and maintain comprehensive support documentation. Provide training and guidance to team members to foster knowledge growth and operational maturity.
• Continuous Improvement:
  Identify opportunities to enhance system reliability, automate manual processes, and improve support efficiency. Champion best practices in production support and DevOps.
• Stakeholder Collaboration:
  Collaborate with cross-functional teams, including development, QA, and business stakeholders. Work with Microsoft support to resolve Azure-related issues.

Qualifications

• Bachelor’s Degree in Computer Science, Information Systems, or a related field.
• 5+ years of experience in application development, production support, and system administration.
• Proven experience leading technical teams in a high-availability, enterprise-scale environment.
• Strong understanding of incident, change, and problem management processes.
• Expertise in SQL (including performance tuning), PowerShell scripting, and Python.
• Hands-on experience with the Azure platform including Databricks, Azure Data Factory, Azure Data Lake, and Azure SQL Data Warehouse
• Familiarity with SAP BW, HANA, Data Services, and enterprise BI tools (Cognos, Power BI, Azure Analysis Services).
• Experience with job schedulers such as Autosys or Tidal.
• Working knowledge of Git and CI/CD practices.
• Strong analytical, troubleshooting, and decision-making skills.
• Excellent communication and stakeholder management abilities.

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This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.