Manager - Customer Service Operations

About the role

Job Summary

We are seeking an experienced DevOps 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 DevOps, 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 CloudFormation
• Configure monitoring and logging using Azure Monitor, AWS CloudWatch, 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 DevOps, Jenkins
• Cloud Platforms: Azure (AKS, ACR, Monitor, Key Vault), AWS (EKS, EC2, S3, IAM, CloudWatch)
• Containerization & Orchestration: Docker, Kubernetes
• Infrastructure as Code: Terraform, ARM, CloudFormation
• 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.

Required Skills

• devops
• azure
• aws
• kubernetes
• docker
• amazon eks
• cicd
• jenkins
• terraform
• arm templates
• cloudformation
• linux
• ubuntu
• rhel
• customer service