Azure DevOps Technical Lead

4 weeks ago

Milwaukee, Wisconsin, United States Syntricate Technologies Full time
  1. Key Responsibilities:
  2. Drive customer satisfaction through excellent support.
  3. Establish strong customer rapport, mine the account and generate new leads.
  4. Be the first point of contact for escalations.
  5. Engage into technical discussions with the stakeholders (DevOps, IaC, DevSecOps).
  6. Work closely with the offshore Program Manager on all aspects of the project.
  7. Understand the application and DevOps architecture at a high level to assess the complexity of customer issues.
  8. Create, maintain and institutionalize operational runbooks, SoPs, Knowledge base and hand-over process.
  9. Review all technical support-related processes and documentation for continuous improvement.
  10. Ensure support team goals and SLAs are met. Define and implement continuous improvement in SLAs.
  11. Assist in the creation of the team KPIs as well as monitor and report on results.
  12. Drive triage and reporting process.
  13. Guide and coach the team on efficient debugging and troubleshooting.
  14. Participate in timely resolving SEV1/2 incidents and responsible for sending regular status reports.
  15. Maintain best practices on managing systems and services across all environments.
  16. Maintain project data & ensure status reports are created regularly.
  1. Requirements:
  2. 8+ Years of experience in the IT industry with 4+ years as a support lead.
  3. Knowledge and experience in all Phases of Software Development Life Cycle (SDLC), Software Configuration Management (SCM), Continuous Integration (CI), Continuous Deployment (CD), Cloud Implementations and configurations.
  4. Experience with git workflows, and best practices of storing/managing infrastructure as a code in version control systems (including, but not limited to, Jenkins jobs, branching/merging, conflicts resolving, etc).
  5. Ability ideate and generate new revenue streams for GL.
  6. Ability to clearly communicate with Business representatives of the client, map technical factors to corresponding business outcomes.
  7. Strong problem-solving and communication skills.
  8. Knowledge of common operating systems (Linux / Windows), networking, Azure infrastructure etc.
  9. Strong analytical skills to investigate and resolve customer issues/escalations.
  10. Experience of Service management and ticketing tools (JIRA/SNOW service desk), incident and problem management.
  11. Ability to work with offshore team to provide a seamless experience and meet customer expectations.
  12. Proven people management and leadership skills.
  13. Good knowledge of ITIL practices.
  14. Experience in supporting large enterprise systems and their DevOps systems.
  15. Able to multitask efficiently under time pressure.
  16. Hands-on experience on Azure Cloud Platform (especially Azure Framework and VM services, container-related ASK Services).
  17. Knowledge of shell scripting and automation.

Syntricate Technologies

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