7+ years of experience in IT support, with at least 3 years as a Support Lead.
Hands-on experience in Azure Cloud-based applications and integrations.
Expertise in ServiceNow or similar ticketing tools for managing IT service requests and incidents.
Strong troubleshooting skills in Generative AI (Azure OpenAI, LLMs), OCR, SAP, Oracle, and Azure Logic Apps.
Experience in Azure Monitor, Application Insights, Log Analytics, and other observability tools.
Knowledge of incident, change, and problem management processes within ITSM frameworks.
Ability to create and maintain support documentation, SOPs, and troubleshooting guides.

Key Requirements

Lead the L1/L2/L3 application support team, ensuring timely resolution of incidents and service requests.
Manage ServiceNow (or similar ticketing tool) for tracking, prioritizing, and resolving tickets efficiently.
Oversee the support operations for an Azure-based application, ensuring uptime, performance, and issue resolution.
Troubleshoot and resolve GenAI, OCR, SAP, Oracle, and Azure Logic Apps-related issues.
Work closely with development, DevOps, and cloud teams to identify and resolve recurring issues.
Perform root cause analysis (RCA) for major incidents and implement long-term fixes.
Optimize Azure Monitoring, Application Insights, and Log Analytics to enhance issue detection and proactive support.
Develop and implement support SLAs, escalation procedures, and performance metrics.
Conduct knowledge transfer sessions and create detailed documentation for troubleshooting and support playbooks.
Participate in ITSM (IT Service Management) processes, including incident, problem, and change management.
Collaborate with business users and stakeholders to gather feedback and improve support efficiency.
Stay updated with the latest Azure, AI, and automation tools to enhance support operations.

Support Lead