Role Summary:

We are seeking a senior resource to lead the Application Support and Operations function for enterprise-grade applications hosted on Microsoft Azure. This role will be responsible for ensuring high availability, operational excellence, and continuous improvement through automation and AI-driven practices. The candidate will lead a global support team and act as a key liaison between engineering, vendors (including Microsoft), and business stakeholders.

 

Key Responsibilities

• Operational Leadership
  • Lead day-to-day operations of the Application Support & Operations team, ensuring efficient ticket triage, troubleshooting, and resolution
  • Manage and mentor a global team (~8 analysts across onshore and offshore)
  • Own application uptime, SLA adherence, and operational stability
• Incident & Problem Management
  • Act as the escalation point for critical incidents and perform hands-on troubleshooting
  • Conduct root cause analysis (RCA) and implement preventive measures
  • Enforce ITIL best practices across incident, problem, and change management
• Azure & Technical Oversight
  • Collaborate with Microsoft and internal engineering teams on Azure performance and reliability
  • Monitor application health using logs, metrics, and observability tools
  • Ensure stable environments across releases, deployments, and system updates
• Stakeholder & Vendor Management
  • Coordinate across business, technical teams, and external vendors
  • Drive clear communication during incidents, releases, and operational reviews
• Continuous Improvement & Automation
  • Drive transformation initiatives including:
    • Process automation
    • Proactive monitoring
  • AI/agentic automation for incident detection/resolution
    • Improve documentation, knowledge management, and self-service capabilities
  • Reporting & Governance
    • Define and report KPIs, trends, and operational insights
    • Provide regular updates to leadership on performance and risks

 

Experience

• 8+ years in Application Support / Production Operations / Service Management
• 3+ years in a team leadership or management role
• Experience managing global/offshore teams

 

Technical Skills

• Strong knowledge of Microsoft Azure architecture and operations
• Hands-on experience with:
  • .NET / C#
  • SQL Server
  • IIS / WCF / Windows-based applications
• Ability to analyze logs, system metrics, and performance issues

 

Tools & Frameworks

• ServiceNow (ITSM)
• Application Insights / monitoring tools
• ITIL processes (incident, problem, change)

 

Soft Skills:

• Strong communication and stakeholder management
• Ability to operate in high-pressure, mission-critical environments

 

Preferred Experience

• Supporting large-scale enterprise applications
• Experience in regulated / audit-driven environments
• Exposure to AI-driven operations (AIOps), automation, or agentic workflows

 

Key Differentiator

• Proven ability to modernize support functions using AI, automation, and proactive operations