About the Role
This role involves handling escalated technical issues for critical healthcare applications hosted on Microsoft Azure. The individual will proactively monitor and enhance customer systems for improved security, reliability, scalability, and cost efficiency. They must clearly communicate complex technical information to international clients and internal teams, support change implementation under ITIL and GAMP5 frameworks, and participate in out-of-hours support on a rotational basis.
Responsibilities
- Deliver advanced technical support for healthcare clients as part of the Support & Operations team.
- Take full responsibility for assigned incidents, guiding them to permanent resolution with clear communication to customers.
- Respond to and resolve technical issues using phone, chat, email, and remote access tools.
- Maintain the performance, stability, and efficiency of complex, often non-GUI, systems through automated monitoring and alerting.
- Participate in a rotating schedule for after-hours support, including shift work when required.
- Analyze logs and databases such as Azure Application Insights, Cosmos DB, and SQL Server to diagnose and fix system problems.
- Work closely with clients, developers, QA, and product teams to resolve issues and implement system improvements.
- Produce technical documentation, use AI-powered tools to improve operations, and follow established Change, Incident, and Problem Management processes.
Requirements
- Bachelor's degree with at least a 2:1 classification in Computer Science or Information Technology, or a merit-level Master’s degree in a related field.
- Demonstrated expertise with Microsoft Azure platforms, preferably backed by Microsoft certifications.
- Proficiency in querying data from sources including Azure Application Insights, Cosmos DB, and SQL Server.
- Experience in a Support & Operations role focused on custom software applications.
- Solid understanding of service management practices such as Incident, Problem, and Change Management, along with monitoring tools like Application Insights and SolarWinds.
- Hands-on experience with Azure DevOps, PowerShell scripting, and Infrastructure as Code technologies such as Terraform, Packer, ARM, and CloudFormation.
- Strong communication, customer service, organizational, and analytical abilities; capable of team collaboration and delivering high-quality results.
- Proactive learner who stays current with technology trends and can engage clients to clarify technical issues and requirements.
Nice to Have
- French language proficiency is beneficial.
Other
- Some out-of-hours and on-call duties are required as part of a rotational schedule.
- French language skills are considered an asset.
