Key Responsibilities:
. Incident Management: Respond to and resolve L1 and L2 support tickets related to Azure services (Databricks, Data Factories, SQL etc.), including but not limited to virtual machines, storage accounts, and networking components.
. Troubleshooting & Diagnosis: Perform root cause analysis for reported issues, applying fixes, and escalating complex problems to higher-level support as necessary.
. Azure Platform Management: Monitor and manage Azure resources, including VMs, storage, and networking. Perform routine maintenance tasks, such as patching and updates.
. Customer Support: Provide clear, concise, and timely communication with internal users and stakeholders regarding incident status, resolution steps, and preventive measures.
. Documentation & Reporting: Maintain detailed documentation of issues, resolutions, and troubleshooting steps. Generate regular reports on support metrics and system performance.
. Knowledge Management: Create and update knowledge base articles, standard operating procedures (SOPs), and training materials to facilitate ongoing support and user self-help.
. Collaboration: Work closely with other IT teams, such as application developers, system administrators, and security professionals, to resolve cross-functional issues and enhance system performance.
. Compliance & Security: Ensure that support activities comply with company policies and industry standards, including data protection and security requirements.
