Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely resolution of escalations and incidents while adhering to quality standards. This position emphasizes the application of Infrastructure as Code (IaC) and Terraform in Azure environments to drive operational excellence and enhance customer satisfaction through effective communication and strategic analysis.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Iac And Terraform Within Azure Environments, Adhering To Agreed Service Level Agreements (Slas).
2. Mentor Team Members And Administrators In Best Practices For Azure Iaas, Paas, And Kubernetes, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation For Operational Processes.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Applying Best Practices In Terraform Configurations And Azure Infrastructure Management.
4. Actively Engage In Customer Meetings To Address Concerns And Gather Feedback, Leveraging Knowledge Of Azure Services To Enhance Customer Satisfaction.
5. Conduct Root Cause Analysis And Trend Analysis To Validate Findings And Provide Insights Through Reports, Facilitating Informed Decision-Making For Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Infrastructure As Code (Iac) Principles And Hands-On Experience With Terraform.
2. Proficient In Azure Services Including Iaas, Paas, And Kubernetes.
3. Excellent Analytical Skills With The Ability To Perform Root Cause And Trend Analyses.
4. Effective Communication And Presentation Skills To Liaise With Business Stakeholders.
5. Familiarity With Itil Or Similar Frameworks For Incident Management And Service Delivery.

Other Requirements

1. Certification In Azure Solutions Architect Or Terraform Associate Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended