● Incident Management: Respond to and resolve L1 and L2 support tickets related to Azure services (Databricks, Data Factories, SQL etc.), including but not limited to virtual machines, storage accounts, and networking components.

● Troubleshooting & Diagnosis: Perform root cause analysis for reported issues, applying fixes, and escalating complex problems to higher-level support as necessary.

● Azure Platform Management: Monitor and manage Azure resources, including VMs, storage, and networking. Perform routine maintenance tasks, such as patching and updates.

● Customer Support: Provide clear, concise, and timely communication with internal users and stakeholders regarding incident status, resolution steps, and preventive measures.

● Documentation & Reporting: Maintain detailed documentation of issues, resolutions, and troubleshooting steps. Generate regular reports on support metrics and system performance.

● Knowledge Management: Create and update knowledge base articles, standard operating procedures (SOPs), and training materials to facilitate ongoing support and user self-help.

● Collaboration: Work closely with other IT teams, such as application developers, system administrators, and security professionals, to resolve cross-functional issues and enhance system performance.

● Compliance & Security: Ensure that support activities comply with company policies and industry standards, including data protection and security requirements.

● Technical Expertise: Hands-on experience with Azure services (e.g., Azure Virtual Machines, Azure Storage, Azure Networking, Azure Active Directory) and familiarity with Azure monitoring tools (e.g., Azure Monitor, Log Analytics).

● Experience: 4-8 years of experience in a technical support role, with at basic understanding on Azure platform support or cloud technologies.

● Skills:Strong problem-solving skills, ability to perform root cause analysis, and excellent troubleshooting techniques.

● Communication:Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders clearly.

● Certifications:Microsoft Certified: Azure Fundamentals (AZ-900) or higher-level certification preferred.

● Customer Focus: Commitment to delivering high-quality support and improving user satisfaction.

● Adaptability:Ability to work in a dynamic environment and manage multiple priorities effectively.

● Team Player: Collaborative approach with a willingness to assist colleagues and share knowledge.