Hyderabad, Telangana
Job Summary
The Sr. Administrator for Support & Operations plays a critical role in enhancing customer satisfaction by providing advanced technical support and troubleshooting for Azure IaaS and Windows environments. This role involves in-depth root cause analysis and proactive problem resolution, ensuring compliance with quality standards and regulatory requirements while fostering a collaborative and efficient operational atmosphere.
Key Responsibilities
1. Provide Advanced Technical Support For Azure Iaas And Windows Environments By Troubleshooting Complex Incidents, Conducting Root Cause Analysis, And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Collaborate With Cross-Functional Teams To Ensure Seamless Operations And Uphold Security Posture By Resolving Complex Tickets Within Agreed Slas And Adhering To Company Policies.
3. Contribute To Knowledge Management By Updating And Managing The Knowledge Base, Facilitating Training Sessions For New Staff, And Coaching Analysts To Enhance Team Performance.
4. Drive Initiatives Aimed At Improving Customer Experience And Csat By Achieving First Call Resolution, Minimizing Case Rejections And Reopens, And Proactively Mitigating Potential Security Threats.
5. Ensure Compliance With Quality Standards And Regulatory Requirements While Executing Support Functions, Continuously Seeking Ways To Enhance Operational Effectiveness.
Skill Requirements
1. Proficient In Azure Iaas Services And Windows Server Management.
2. Strong Understanding Of Terraform For Infrastructure Automation.
3. Excellent Troubleshooting And Problem-Solving Skills In A Technical Support Environment.
4. Familiarity With Incident Management Processes And Slas.
5. Strong Communication Skills For Effective Collaboration With Technical Teams And Customers.
Other Requirements
1. Azure Architecture & Platform Design
Design and implement enterprise-scale Azure Landing Zones aligned with CAF (Cloud Adoption Framework) and hub-spoke architecture
Architect and govern:
Azure Virtual Networks (VNet), Subnets, NSGs, UDRs
Private Endpoints, Service Endpoints, Azure Private Link
ExpressRoute, VPN Gateway, VNet Peering (Global/Regional)
Define architecture for multi-region deployments (Active-Active / Active-Passive DR)
Lead deployment of Azure Availability Sets, Availability Zones, Zone Redundant Services
Design PaaS architectures using:
Azure App Service, Azure Functions, Azure Kubernetes Service (AKS), etc.
Establish high availability (HA), resiliency (RPO/RTO), and fault tolerance strategies
Terraform framework design (Good to have)
understanding of CI/CD pipelines and release strategies.
2. Azure Security & Governance
Define and enforce:
Azure RBAC (Role-Based Access Control), AAD (Entra ID) integration
Azure Policy, Initiative definitions, Blueprints
Implement:
Key Vault for secrets and certificate management
Managed Identities (System/User Assigned)
Govern:
Zero Trust architecture principles
Ensure compliance with:
Security baseline, audit, and regulatory frameworks
3. Observability, Monitoring & FinOps
Architect monitoring solution using:
Azure Monitor, Log Analytics Workspace
Application Insights for app telemetry
Implement:
Alert rules, Action Groups, dashboards
Enable centralized logging and tracing
Drive cost optimization (FinOps) :
Reservations, Autoscaling, Resource Right-sizing
4. Backup, DR & Business Continuity
Define and govern:
Azure Backup policies
Azure Site Recovery (ASR) for DR orchestration
Design:
Cross-region failover strategies
Ensure periodic DR drills and validation
5. Operations Leadership
Act as technical escalation point (L3) for major incidents
Lead Problem Management and RCA (Root Cause Analysis)
Ensure:
Compliance with runbook-driven operations and RACI model
Alignment with CAB/change management processes
Drive:
Automation of repetitive BAU activities
Standardize:
Operational documentation, onboarding guides for new markets
6. Collaboration & Stakeholder Management
Work with:
Customer’s global IT teams (EU/ANZ/US)
Security, Network, Application teams
Provide:
Architecture reviews, solution validation
Participate in:
Customer governance forums and technical discussions
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