Role Title

Team Lead Azure Infrastructure & Digital Services Operations

Reports To

Account Delivery Manager (Anaptyss)

Direct Reports

17 FTE (15 L1 + 2 L2)

Location

Noida Sector 63

Shift Coverage

247 ownership accountability with on-call rotation for P1 escalations

Experience

12–15 years total • minimum 6 years in service-delivery leadership roles for retail / QSR / hospitality clients

Education

Bachelor's degree (Engineering, Computer Science, or equivalent) • ITIL v4 Foundation required • ITIL Managing Professional preferred

ROLE SUMMARY

- Lead a team of L1 Digital Services Engineers providing 24x7 support for enterprise digital services and Azure infrastructure.
- Act as the technical escalation point for complex infrastructure, cloud, and application-related incidents.
- Drive operational excellence by ensuring SLA compliance, service availability, incident resolution, and continuous service improvement.
- Provide hands-on technical leadership while mentoring engineers and coordinating with cross-functional teams.

KEY RESPONSIBILITIES

Team Leadership

- Lead, mentor, and coach a team of L1 Digital Services Engineers.
- Manage shift rosters, resource planning, workload distribution, and leave management for 24x7 operations.
- Conduct daily shift handovers, operational reviews, and team stand-ups.
- Monitor team KPIs, SLAs, and individual performance.
- Perform performance reviews, coaching sessions, and skill development planning.
- Drive knowledge-sharing initiatives and maintain technical competency within the team.
- Ensure adherence to operational processes, runbooks, and SOPs.
- Coordinate with L1.5, L2, Application, Network, Security, and Vendor teams.

Azure Infrastructure

- Provide technical leadership for Azure IaaS environments.
- Manage and troubleshoot Azure Virtual Machines (Windows/Linux).
- Administer Azure Virtual Networks (VNets), Subnets, NSGs, Route Tables, Load Balancers, and Azure Firewall.
- Support Azure Application Gateway, Azure Bastion, VPN Gateway, ExpressRoute, and Azure DNS.
- Manage Azure Storage Accounts, Azure Files, Managed Disks, and Blob Storage.
- Administer Azure Backup and Azure Site Recovery (ASR).
- Support Azure Virtual Desktop (AVD) environments.
- Implement and manage Azure Availability Sets and Availability Zones.
- Monitor Azure resource health, performance, and capacity.
- Perform infrastructure health checks and proactive maintenance.
- Manage Azure subscriptions, resource groups, RBAC, and governance.

Monitoring & Observability

- Lead monitoring operations using Dynatrace, Azure Monitor, LogicMonitor, and Log Analytics.
- Ensure critical alerts are acknowledged within SLA.
- Review, validate, and prioritize alerts based on business impact.
- Identify and suppress false positives.
- Optimize monitoring configurations and alert thresholds.
- Improve Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
- Develop operational dashboards and reporting metrics.
- Coordinate proactive monitoring initiatives.

Incident Management

- Lead P1/P2 Major Incident bridges.
- Coordinate incident response across infrastructure, cloud, network, security, and application teams.
- Ensure timely communication to stakeholders.
- Drive incident resolution while maintaining SLA compliance.




- Conduct Root Cause Analysis (RCA) and Problem Management activities.
- Track corrective and preventive actions (CAPA).
- Review recurring incidents and recommend permanent fixes.

Digital Services Operations

- Support enterprise digital services including:
- Mobile Applications
- Web Applications
- Payment Platforms
- POS Machines
- API Services
- Loyalty Platforms
- Customer Portals
- Backend Services
- Coordinate with development and application support teams during production issues.
- Ensure service availability and business continuity.

API & Integration

- Support Azure API Management (APIM).
- Troubleshoot REST APIs, authentication, OAuth, JWT, and SSL certificate issues.
- Analyze API failures and backend connectivity issues.
- Coordinate API deployments and operational support.

Identity & Access Management

- Administer Microsoft Entra ID (Azure AD).
- Manage Active Directory users, groups, and Group Policies.
- Support Azure AD Connect synchronization.
- Configure RBAC, Conditional Access, MFA, and Privileged Identity Management (PIM).
- Troubleshoot authentication and identity-related issues.
- Support Hybrid Identity environments.

Windows & Linux Administration

- Administer Windows Server 2016/2019/2022.
- Perform server health monitoring and troubleshooting.
- Manage Active Directory, DNS, DHCP, File Services, and Print Services.
- Perform basic Linux administration and troubleshooting.
- Coordinate server patching and maintenance activities.

Networking

- Troubleshoot TCP/IP, DNS, DHCP, VPN, Routing, NAT, and Firewall issues.
- Support Load Balancers, WAF, Proxy Servers, and SSL/TLS configurations.
- Investigate network latency and connectivity issues.
- Coordinate with Network Operations teams during outages.

Automation & DevOps

- Develop automation scripts using PowerShell and Azure CLI.
- Basic scripting knowledge in Python.
- Support Infrastructure as Code using ARM Templates, Bicep, and Terraform.
- Understand CI/CD concepts.
- Work with Git, GitLab, Jenkins, Docker, and Kubernetes (basic operational knowledge).

Service Management

- Manage Incident, Problem, Change, and Major Incident processes.
- Participate in CAB meetings.
- Review change implementations and risk assessments.
- Ensure compliance with ITIL best practices.
- Utilize ServiceNow, Jira, and Azure DevOps for operational activities.

Documentation & Reporting

- Create and maintain SOPs, Runbooks, and Knowledge Base articles.
- Prepare operational dashboards and management reports.
- Document Root Cause Analysis (RCA) reports.
- Maintain configuration and operational documentation.
- Support audit and compliance activities.

Required Technical Skills

Microsoft Azure

- Azure Virtual Machines
- Azure Virtual Network (VNet)
- Azure Network Security Groups (NSG)
- Azure Load Balancer
- Azure Application Gateway
- Azure Firewall




- Azure Bastion
- Azure VPN Gateway
- ExpressRoute
- Azure DNS
- Azure Storage Accounts
- Azure Files
- Managed Disks
- Azure Backup
- Azure Site Recovery (ASR)
- Azure Virtual Desktop (AVD)
- Azure Monitor
- Azure Log Analytics
- Azure Key Vault
- Azure Policy
- Azure Resource Locks
- Azure RBAC
- Azure Cost Management
- Azure Advisor

Monitoring Tools

- Dynatrace (Preferred)
- Azure Monitor (Preferred)
- LogicMonitor
- Log Analytics
- Grafana
- Splunk (Preferred)

Identity & Directory Services

- Microsoft Entra ID (Azure AD)
- Active Directory
- Azure AD Connect
- Group Policy (GPO)
- DNS
- DHCP
- LDAP
- MFA
- Conditional Access
- RBAC
- PIM

Operating Systems

- Windows Server 2016/2019/2022
- Linux Administration (RHEL/Ubuntu preferred)

Networking

- TCP/IP
- DNS
- DHCP
- Routing
- Switching
- VPN
- Firewall
- NAT
- Proxy
- SSL/TLS
- WAF
- HTTP/HTTPS

DevOps & Automation

- PowerShell
- Azure CLI
- Python (Preferred)
- ARM Templates
- Bicep
- Terraform
- Git
- GitLab
- Jenkins
- Docker
- Kubernetes (Basic)

Service Management Tools

- ServiceNow
- Jira
- Azure DevOps

Experience

- 8–12 years of experience in Infrastructure Operations, Azure Cloud, or Digital Services Operations.
- Minimum 3 years of experience leading Infrastructure or Cloud Operations teams.
- Robust experience supporting enterprise Azure production environments.
- Experience managing 24x7 operational support teams.
- Experience handling P1/P2 Major Incidents and stakeholder communications.
- Hands-on experience with Azure infrastructure, monitoring tools, and ITIL processes.

SOFT SKILLS & BEHAVIORS

- Calm under pressure — the role involves owning the bridge during store-down incidents that have direct revenue impact.
- Strong communication: equally comfortable explaining a technical root cause to an SLT exec and giving direct feedback to an L1 agent.
- High operational rigor — runs daily standups, weekly reviews, monthly governance without slippage.
- Coaching mindset — sees themselves as a force multiplier through team development, not as the smartest person in every room.
- Honest reporter — will surface a missed SLA proactively rather than wait for it to show up on the dashboard.
- Bias to action and ownership — does not hide behind 'that's not my team' when a cross-domain issue affects stores.
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
- Microsoft Certified: Azure Security Engineer Associate (AZ-500)
- ITIL Foundation v4
- Dynatrace Associate Certification (Preferred)
- HashiCorp Terraform Associate (Preferred)
- Kubernetes Fundamentals (Preferred)

REQUIRED SKILLS & EXPERIENCE

- Technical Leadership
- People Management
- Azure Infrastructure Expertise
- Incident & Major Incident Management
- Root Cause Analysis (RCA)
- Problem Solving & Troubleshooting
- Stakeholder Management
- Operational Excellence
- Decision Making Under Pressure
- Communication & Presentation Skills
- Coaching & Mentoring
- Continuous Service Improvement (CSI)
- Customer & Service-Oriented Mindset

If interested Kindly share your resume at [email protected]

📌 Team Lead : Azure Infrastructure & Digital Services Operations (Noida)
🏢 NLB Services
📍 Noida