Lead DevOps Engineer

About the Role

The analyst will act as the primary contact for escalated technical problems, monitoring application health with Azure Insights and other telemetry tools to proactively detect anomalies. They will build and maintain live dashboards categorizing incidents by priority and ownership, track issue lifecycles from report to fix, and provide actionable insights from support ticket data to improve product functionality and support processes. • Serve as primary contact for escalated technical issues, guiding them from report to resolution. • Monitor application health using Azure Insights and telemetry, detecting and reporting anomalies. • Build and maintain live incident dashboards (P1‑P7) and share metrics with stakeholders. • Track, document, and analyze issue lifecycles to ensure timely escalation and closure. • Analyze support ticket data to identify patterns and recommend product or process improvements. • Facilitate clear communication between L1/L2 support and engineering teams. • Provide deep product knowledge to support teams and contribute to knowledge‑base documentation. • Drive continuous process and system improvements for faster issue identification and resolution. • Manage operational dashboards using Power BI, Grafana, or similar platforms. • Utilize incident tracking systems such as Jira, ServiceNow, or Zendesk.

Key Responsibilities

• ▸escalated support
• ▸azure monitoring
• ▸incident dashboards
• ▸ticket analytics
• ▸power bi
• ▸jira

What You Bring

Candidates must have a Bachelor’s degree in Computer Science, IT, Engineering or a related field, and at least eight years of experience in product support, technical operations, or ITSM. Required skills include strong analytical and problem‑solving abilities, proficiency with Azure monitoring tools, operational dashboard platforms (Power BI, Grafana), incident tracking systems (Jira, ServiceNow, Zendesk), and excellent written and verbal communication. Preferred qualifications include experience supporting SaaS or digital products, knowledge of ITIL and incident management, familiarity with REST APIs, application logs, and cloud platforms such as Azure, AWS, or GCP. Additional assets are experience automating reports, expertise in data visualization tools like Tableau, and exposure to Agile/Scrum methodologies and security‑sensitive environments. • Hold a Bachelor’s degree in Computer Science, IT, Engineering, or a related field. • Possess 8+ years of experience in product support, technical operations, or ITSM. • Demonstrate strong analytical, problem‑solving, and data‑analysis skills, proficient with Excel. • Experience with Azure Insights or similar cloud monitoring tools. • Exhibit excellent written and verbal communication for diverse audiences. • Preferred: SaaS support experience, ITIL knowledge, REST API troubleshooting, cloud platforms (Azure, AWS, GCP), Power BI/Tableau, Agile/Scrum, and security/compliance environment exposure.

Requirements

• ▸bachelor's
• ▸8+ years
• ▸azure
• ▸power bi
• ▸itil
• ▸rest api

Work Environment

Office Full-Time