Service Delivery & Operational Leadership

Lead end-to-end delivery of Azure-based Application Support and Site Reliability Engineering services, ensuring consistent achievement of service level agreements, operational KPIs, and customer expectations. Oversee day-to-day support operations, resource planning, workload management, service governance, and operational reporting.

Serve as the primary escalation point for critical production incidents and customer-impacting outages. Lead major incident response efforts, coordinate cross-functional resolution teams, manage stakeholder communications, and ensure timely restoration of services. Drive root cause analysis and corrective action plans to prevent recurring issues.

Azure Application Support & Cloud Operations

Provide operational oversight for Azure-hosted applications and cloud services including Azure App Services, Azure Container Apps, Azure Static Web Apps, Azure API Management (APIM), Azure Database for PostgreSQL, Azure Blob Storage, Azure Cache for Redis, and Azure AI services. Ensure platform stability, performance optimization, scalability, and operational readiness.

Reliability Engineering & Observability

Drive adoption of SRE best practices focused on service reliability, availability, resiliency, and performance. Establish and monitor Service Level Objectives (SLOs), Service Level Indicators (SLIs), and operational health metrics. Govern observability frameworks leveraging Azure Monitor, Application Insights, Log Analytics, and Kusto Query Language (KQL) to enable proactive issue detection and rapid troubleshooting.

Champion continuous service improvement initiatives focused on reducing operational toil, improving service quality,



and increasing team productivity. Drive automation of repetitive operational activities through scripting, workflow automation, self-healing mechanisms, and operational runbooks. Identify opportunities for AIOps and intelligent automation to enhance service delivery efficiency.

Act as the primary operational liaison for customers, business stakeholders, and leadership teams. Conduct regular service reviews, operational governance meetings, and performance reporting sessions. Provide insights into service trends, operational risks, improvement opportunities, and strategic recommendations.

Lead, mentor, and develop high-performing Site Reliability Engineers and Application Support teams. Foster a culture of accountability, customer focus, technical excellence, collaboration, and continuous learning. Support hiring, onboarding, performance management, and career development initiatives.

- Azure Cache for Redis

Monitoring & Observability

- Operational Dashboards & Alerting
- Performance Monitoring & Capacity Management

Service Management

- Change & Release Management
- Root Cause Analysis (RCA)
- Knowledge Management

Automation & Operational Excellence

- PowerShell
- Runbook Automation
- Self-Healing Operations
- Operational Process Optimization

Key Strengths

- Integral 24x7 Support Operations Leadership
- Production Support & Site Reliability Engineering
- Customer-Focused Service Delivery
- Executive Stakeholder Communication
- SLA & KPI Governance
- Incident Command & Crisis Management
- Reliability & Performance Optimization
- Automation & AIOps Adoption
- Operational Transformation & Continuous Improvement

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📌 Support Service Delivery Manager – Azure Application Support & SRE Operations (Centro)
🏢 Pyramid Consulting
📍 Centro