Job Location

San José

Job Description

We are looking for Azure IT Operation leader to join our Data & Analytics team. In this role you will be responsible to manage a team of contractors that are agents responsible to work the tickets in daily basis. This is a standard ‘office hours’ role, the team that you would lead will be responsible to handle the tickets, but it will be your responsibility to gain knowledge and understand the IT data product inside-out, so you can be capable to: Leads and continuously improves end-to-end service delivery and ongoing operations of Data & Analytics product, including vendor governance for the operation of the product in scope.

Role responsibility:

• Have full end to end responsibility of the system/product operations across several IT resources within Microsoft Azure cloud in the data analytics (aka Big Data) technology domain.

• Work functionally across the organization with other IT Operation leaders to identify and resolve issues and drive efficiencies in the product.

• Operationally manage the maintenance and continuous improvement to ensure the best value for and users.

• Work with the Product Owner to prioritize the improvements required for the product.

Detailed Responsibilities

• Operational Excellence: Accountable for production environment of the product(s) in scope and keep a healthy metrics defined with the business (QoS, SLAs)

• Owner of the support model & support processes for this area (there are global standards well established & already followed, but tactical level adjustments may be needed to drive further efficiency)

• Extreme focus in the automation of operational process, maximising frameworks like SRE.

• Manage vendor providing support (performance measurement, results review) – visibility and understanding of vendor works

• Accountable for continuous service improvement plan incl. monthly ticket analysis to identify improvement opportunities as well as postmortem process

• Ongoing cooperation with Application Managers to drive solution improvements

• Gate keeper for all changes introduced to production to ensure no service disruption, accountable for service downtime windows – no major service degradation due to a change in production.

• Ensure monitoring in place to detect incidents proactively

• Accountable for access management definition, access granting process and periodic access reviews

• Accountable for support documentation and knowledge management: ensure Standard Operations Procedures are in place and the need for new ones is identified and fulfilled

• Ensure efficient cooperation with source and downstream solutions support teams (create & sign OLA documents)

• Managerial escalation contact.

• Leading improvement projects for the product (incl. development of supervising solutions, development of service integration solutions)

Job Qualifications

• Bachelor’s Degree in Information Systems, Information Technology (IT), Computer Science, Engineering.

• English B2+

• 5+ years of experience in IT Support Operations and leading teams is required.

• Certification in ITIL Foundations (required)

• Working knowledge of exposure of Microsoft Azure is preferred.

Job Schedule

Full time

Job Number

R000087463

Job Segmentation

Experienced Professionals (Job Segmentation)