Infrastructure Support Engineer (Senior)

&ltp&gtRole Summary We are seeking an experienced Senior Technology Support Led to lead enterprise support operations across business-critical applications, cloud platforms, and production environments. In this role, you will be responsible for ensuring operational excellence, service reliability, and high availability across a global 24×7 support model. You will lead complex incident management, mentor support engineers, drive operational governance, and champion continuous improvement across monitoring, support processes, and service delivery. Working closely with engineering, infrastructure, cloud, and business teams, you will play a pivotal role in maintaining stable, secure, and resilient technology platforms while fostering a culture of accountability, collaboration, and operational excellence. Key Responsibilities Incident Management &ampamp; Service Operations ? Lead the end-to-end management of production incidents across enterprise applications, cloud platforms, and supporting infrastructure. ? Drive incident identification, triage, investigation, resolution, root cause analysis (RCA), and post-incident reviews. ? Act as the primary technical escalation point for high-priority and business-critical incidents. ? Coordinate cross-functional teams to ensure timely restoration of services and minimize business impact. ? Establish and maintain incident management standards, including severity classifications, escalation paths, communication protocols, and response procedures. ? Ensure incidents are accurately documented, tracked, and closed with complete resolution details and lessons learned. Cloud &ampamp; Platform Operations ? Provide senior-level operational support for Microsoft Azure environments and enterprise cloud platforms. ? Lead troubleshooting efforts involving cloud infrastructure, platform services, application dependencies, integrations, performance, and availability. ? Collaborate with infrastructure, engineering, and vendor teams to resolve complex production issues. ? Support platform maintenance, upgrades, deployments, and production readiness activities. ? Guide and mentor junior engineers in cloud operations, troubleshooting methodologies, and operational best practices. Monitoring &ampamp; Operational Excellence ? Oversee enterprise monitoring to ensure proactive detection of service degradation and operational issues. ? Define and maintain monitoring standards, alert thresholds, operational health metrics, and response workflows. ? Validate monitoring effectiveness through dashboards, logs, health checks, and system telemetry. ? Drive proactive problem identification, preventive maintenance, and continuous improvement initiatives to enhance platform stability and operational efficiency. Team Leadership &ampamp; Service Delivery ? Lead, mentor, and develop a team of Technology Support Analysts and Support Engineers. ? Ensure consistent technical capability and operational readiness across all support shifts. ? Oversee daily support operations, including monitoring, incident response, ticket management, escalations, and shift handovers. ? Develop and maintain Standard Operating Procedures (SOPs), support playbooks, knowledge articles, and operational documentation. ? Foster a high-performance culture focused on accountability, collaboration, continuous learning, and customer service excellence. Stakeholder &ampamp; Cross-Functional Collaboration ? Serve as the primary liaison between business stakeholders, engineering, infrastructure, cloud, and vendor teams. ? Coordinate technical activities during production incidents, releases, maintenance windows, and major operational events. ? Provide clear, timely, and actionable communication to stakeholders throughout the incident lifecycle. ? Support production releases, platform onboarding, vendor implementations, and operational transition activities. Governance &ampamp; Continuous Improvement ? Establish and enhance operational governance frameworks aligned with IT service management best practices. ? Define and monitor operational KPIs, SLAs, service health metrics, and reporting mechanisms. ? Identify opportunities to improve incident response, monitoring effectiveness, automation, operational processes, and support quality. ? Drive continual service improvement initiatives that enhance operational maturity, system reliability, and customer experience. Support Readiness ? Ensure effective delivery of a global 24×7 support model through structured shift coverage and defined escalation processes. ? Maintain operational readiness for critical incidents across multiple regions and time zones.&lt/p&gt