Manager - Customer Service Operations

Job Summary  We are seeking an experienced Dev Ops Engineer with strong expertise in Azure and AWS cloud platforms. The candidate should have hands-on experience in CI/CD, Kubernetes, cloud infrastructure, monitoring, automation, production support, and should work closely with Agile teams while following ITIL best practices for service management.

Key Responsibilities  - Design, build, and maintain CI/CD pipelines using Azure Dev Ops, Jenkins, or Harness
- Provision and manage cloud infrastructure on Azure and AWS
- Deploy and manage containerized applications using Docker and Kubernetes (AKS/EKS)
- Implement Infrastructure as Code using Terraform, ARM templates, or Cloud Formation
- Configure monitoring and logging using Azure Monitor, AWS Cloud Watch, Grafana, and ELK Stack
- Perform cluster management, scaling, upgrades, and troubleshooting
- Handle P1/P2 production incidents, participate in on-call rotations, and perform RCA
- Follow ITIL processes for Incident, Problem, Change, and Release Management
- Collaborate with Agile teams during sprint planning, daily stand-ups, reviews, and retrospectives
- Ensure security, compliance, Linux OS hardening, and access control policies
- Create and maintain SOPs, runbooks, architecture diagrams, and operational documentation
Technical Skills  - CI/CD Tools:
Azure Dev Ops, Jenkins
- Cloud Platforms:
Azure (AKS, ACR, Monitor, Key Vault), AWS (EKS, EC2, S3, IAM, Cloud Watch)
- Containerization & Orchestration:
Docker, Kubernetes
- Infrastructure as Code:
Terraform, ARM, Cloud Formation
- Monitoring & Logging:
Azure Monitor, Grafana, Prometheus, ELK Stack
- Operating Systems:
Linux (Ubuntu/RHEL)
- Version Control:
Git
Process & Methodologies  - Strong working knowledge of ITIL framework (Incident, Problem, Change, Release Management)
- Experience working in Agile/Scrum environments
- Participation in sprint ceremonies and continuous improvement initiatives
- Familiarity with SLA, SLO, and error-budget concepts
Good to Have  - CI/CD automation and workspace management
- Helm charts and Kubernetes manifests
- Scripting using Bash or Python
Soft Skills  Strong analytical and troubleshooting skills, experience supporting production-critical systems, ability to communicate effectively with cross-functional teams, and strong documentation skills.