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JR-747 Requisition #
Team Lead-DevOps
Job Summary

As Team Lead of Application Support team, you will support business users across CC offices to get better end user experience. This role will be the expert within the DevOps team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks. You will work hand-in-hand with development teams to resolve issues. You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency – with the goal of avoiding or minimizing outages and impacts. You should be able to lead and execute specific activities related to application maintenance and support while working with several vendors.

Your team working skills will be required to amplify the performance in this role. Good communication skills are mandatory.  The person must have the commitment to complete DevOps activities with good analysing and innovative skills. The zeal to continuously learn new technologies, models, techniques and processes will help the incumbent to stand out from the crowd.

How you will influence:
  • Strong customer service and support focus with a desire to deliver a high quality service
  • Self-motivated and highly professional with ability to lead and take ownership and responsibility
  • A desire to learn and improve skills and knowledge
  • Help the team in solving complex/medium complexity business problems using technical knowledge in the DevOps environment
  • Provide guidance in implementing processes to maintain applications systems in production environment with controlled evaluation of any downtime
  • Help to manage timely resolution or escalation of incidents within the environment. Understand the global and local impact across teams to manage application interdependencies
  • Must be able to communicate the impact and solutions of application/system problems in business language
What you will be doing:
  • Lead and priorities the Application Support team’s work load
  • Provide and coordinate required maintenance and optimization solutions ensuring business application integrity
  • Ensure that DevOps activities are completed on time and within Standard Level Agreements
  • Help and maintain the supported applications health in different environments
  • Help to progress change management by deploying the latest application versions in all supported environments
  • Ensure there are robust procedures and processes within the application support function remit
  • Contribute to the planning of application/infrastructure releases and configuration changes
  • To examine potential areas for Service Improvement and raise proposals with the Service Manager
  • Provide technical leadership
  • Work closely with other IT teams such as Vendor, Development, Network, Security, Desktop, Exchange and Systems to investigate for the root cause analysis
  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
 What we need:
  • Substantial technology experience of more than 10 years in owning support of complex applications in Web, Windows and Cloud environment
  • Experience leading technical support teams
  • 3+ years’ experience in an hands-on application support lead/manager role
  • Extensive problem solving skills
  • Ability to independently apply/guide production upgrades and support the products and technologies
  • Experience in providing services to agreed SLA’s and OLA’s
  • Experienced in Problem and Incident Management
  • Good knowledge of vendor and service management
  • Periodic review standard and documentation for all application
  • Must be able to handle pressure situations, especially during P1/2 cases, with high confidence
  • Logical thinking and excellent verbal and written communication
  • Exhibit positive attitude and excellent interpersonal skill
  • Knowledge of Microsoft Windows Server 2008 & Windows Server 2012 server platforms
  • Awareness about IT infra such as VMs, AD, DNS proxy, Security skills – Firewalls
  • Basic knowledge of SharePoint platform and O365
  • Basic knowledge of Active Directory, Azure AD, Exchange Online and office products
  • Troubleshoot the issues related to Windows and Web Applications , SQL Server 2012+ and Services hosted in IIS/WCF
  • Flexible to work in 24*7 shift model/night shifts for longer period (if required)
Education and Experience
  • Requires Bachelors in Engineering Degree or equivalent, and strong relevant professional experience
  • ITIL Foundation certified will be preferred
  • Any Azure certification will be preferred
  • An relevant Microsoft Certification will be an added advantage

Any technical graduate

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