Lead Cloud Support Engineer

Key Responsibilities

Support Leadership & Operations

• Lead the

  application support team (L1/L2)

  , ensuring coverage in a 24x7 operations.
• Serve as

  primary escalation point

  for high-priority incidents and outages.
• Define and manage

  incident, problem, and change management processes

  (aligned to ITIL).[AB1]
• Monitor application performance, uptime, and incident trends using

  Azure Monitor, App Insights, and Log Analytics

  .
• Own the

  support SLA/KPI metrics

  (response time, resolution time, user satisfaction).
• Ensure proper

  shift rosters, on-call rotations, and handoffs

  across support staff.

Technical & Platform Support

• Oversee troubleshooting for

  application-level issues

• Coordinate with

  Cloud Ops

  [AB2] for infrastructure
• Manages technical bridges and/or business bridges, as required, uses knowledge of support organizations to minimize MTTR (Mean Time to Recover)
• Ensure

  knowledge base, SOPs, FAQs, and training materials

  are maintained and updated.

Stakeholder Management

• Act as the

  bridge between customers and various technology and engineering teams

  .[AB3]
• Conduct

  daily/weekly status reviews

  with internal teams and customers.
• Drive

  root cause analysis (RCA)

  for critical incidents and present findings to leadership and customers.

Required Skills & Experience

• Bachelors degree in computer science, IT, or related field.
• 8–10 [AB4] [AB5] years of experience in

  application support/IT operations

  , with at least 2–3 years in a

  lead or supervisory role

  .
• Hands-on experience in

  Multi Cloud [AB6]

  [AB7]

  [AB8]

  (Azure,GCP,AWS)

• Add separate line for Monitoring tools(Specify tools), KQL query, Basic Networking.

• Strong background in

  incident, problem, and change management

  (ITIL).
• Prior experience managing

  support teams

  in a

  mission-critical 24x7 environment

  .

Nice-to-Have

• Experience with

  healthcare applications/platforms

  in hospitals.

• ITIL Foundation/Intermediate certification

  .
• Knowledge of

  HIPAA compliance, PHI data handling, and healthcare security standards

  .
• Experience with

  Mobile Device Management (MDM)

  solutions.

Key Attributes

• Strong leadership and people management skills.
• Analytical thinker with

  problem-solving and RCA mindset

  .
• Calm under pressure;
• Customer-first mindset with a focus on reliability and adoption.

[AB1]This will need Minimum 8-10 Year Experience

[AB2]Cross team Coordination sounds better..

[AB3]Customer\Client & Internal Team

[AB4]8-10 Years

[AB5]2-5 as lead support

Multi Cloud(Azure,GCP,AWS)

[AB7]Remove App Service, Monitoring, SQL/NoSQL DBs, Networking).

[AB8]Add separate line for Monitoring tools(Specify tools), KQL query, Basic Networking