Lead Cloud Support Engineer

2 weeks ago

Hyderabad Thiruvananthapuram, India Elixr Labs Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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

[AB6]Hands-on experience in 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

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