Description

Lead the Azure technical support team to ensure operational excellence and high customer satisfaction.

This role is on-site.

Responsibilities

• Manage day-to-day team operations, including roster planning, staffing, and performance management.
• Drive continuous service improvement by analyzing data, customer feedback, and KPI metrics.
• Oversee incident and problem management processes to ensure zero SLA misses.
• Handle internal and customer escalations while managing quality audits and RCAs.
• Mentor and coach team members through training, coaching, and regular performance reviews.

Required Skills

• 12+ years of overall IT experience.
• 3+ years of experience in a leadership or Operations Manager role.
• Working experience in Windows and VMware administration.
• Foundational knowledge of Azure and Cloud infrastructure.
• Proficiency with ITSM tools and ITIL processes.
• Strong analytical, problem management, and decision-making skills.
• Experience in performance reporting and measuring productivity.
• Ability to manage lateral and campus hiring events.

Preferred Skills

• Experience with internal and external quality audits.
• Background in overseeing quality team activities and RCA delivery.

Key Skills

Education

ANY GRADUATE