Wenger & Watson
Website:
wengerwatson.com
Job details:
Knowledge of ITIL processes and incident management frameworks.
o Lead and mentor a team of Level 1 and Level 2 engineers, ensuring efficient
handling of support activities.
o Provide technical guidance to resolve complex issues and optimize workflows.
o Assign tasks, track progress, and ensure SLA compliance for support tickets.
2. Technical Oversight:
o Manage the support operations for applications and pipelines built on Azure
Databricks, PySpark, Azure Data Factory, and Azure Function Apps.
o Oversee the monitoring and maintenance of Azure SQL databases and AKS
deployments.
o Review and debug Python-based scripts and PySpark jobs to resolve incidents
and optimize performance.
3. Incident Management and Escalation:
o Serve as the escalation point for critical incidents and production issues.
o Ensure root cause analysis (RCA) is conducted for recurring incidents and
preventive measures are implemented.
o Drive effective communication with stakeholders on incident status and
resolution timelines.
4. Process Optimization and Automation:
o Identify and implement improvements in support processes to enhance efficiency
and reliability.
o Leverage automation tools to reduce manual intervention and streamline
operations.
5. Collaboration and Stakeholder Management:
o Work closely with cross-functional teams, including development and operations,
to ensure alignment and timely issue resolution.
o Provide regular updates and reports to leadership and stakeholders on support
performance metrics.
6. Documentation and Knowledge Sharing:
o Develop and maintain comprehensive documentation for support processes,
incident resolutions, and system configurations.
o Conduct training sessions and knowledge-sharing workshops for the support
team.
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