Technical Lead Support Engineer - Environment /Release

Job Description

Role Profile: Environment Request Management: Assess, validate, and prioritize complex environment requests, ensuring alignment with release plans, business needs, and technical feasibility. Release Environment Coordination: Act as the primary point of contact and SME for environment-related aspects within the Release Management process. Collaborate with Release Managers, Development teams, and Testing teams to ensure timely and appropriate environment provisioning and readiness for all release stages. Cross-Functional Collaboration: Liaise with in-house Platform teams (Cloud, On-premises) to define infrastructure requirements and ensure the underlying infrastructure supports the needs of the non-production environments. Managed Service Provider Governance: Oversee and coordinate environment-related activities performed by managed service partners (e.g., Oracle, Microsoft), ensuring adherence to agreed-upon SLAs and quality standards for cloud services. Incident Resolution and Problem Management: Lead the investigation and resolution of complex environment-related incidents, contributing to root cause analysis and the implementation of preventative measures within the Problem Management process. Service Level Management: Monitor, and report on key environment-related metrics, including availability, capacity utilization, and turnaround times for environment requests, ensuring adherence to agreed-upon SLAs and driving continuous service improvement. Capacity and Availability Management: Proactively monitor environment capacity and availability, identifying potential bottlenecks and implementing solutions to ensure environments can support current and future demands. Service Request Fulfillment: Oversee the fulfillment of environment-related service requests, ensuring timely and efficient delivery of services by coordinating with relevant teams, including managed service providers. Project Support: Collaborate with project teams to understand their environment requirements and ensure alignment with the overall environment management strategy and standards. Patch and Vulnerability Management: Coordinate and oversee patch management activities for non-production environments, working with security teams and platform owners to mitigate vulnerabilities across different solutions and cloud services. Knowledge Management: Develop and maintain comprehensive documentation related to environment configurations, processes, and best practices. The below Key Performance Areas include but are not limited to: SME & Service Ownership Service Availability Optimization Predictive Analysis & Capacity Planning Strategic Contribution & Service Management Team Guidance & Capability Development Knowledge Management & Communication Process Development & Implementation Patch & Vulnerability Management Best Practice Sharing & Project Specialization SLA/OLA Achievement Automation & Efficiency Improvement Service Improvement Initiatives Stakeholder Communication & Management Skills: Overall Experience: 6+ years of relevant IT experience with a strong focus on environment management and cloud technologies. Deep understanding of ITSM frameworks (ITIL v4) and Release Management principles. Extensive experience managing complex IT environments, including hybrid cloud (IaaS, PaaS, SaaS) and on-premises infrastructure. Proven ability to coordinate with managed service providers and internal platform teams. Strong knowledge of Service Level Management, Incident, Problem, and Change Enablement processes. Experience in Capacity and Availability Management, including predictive analysis. Familiarity with automation tools and scripting for environment management. Proficiency in using monitoring and alerting tools. Excellent stakeholder management, communication, and strategic planning skills. Demonstrated leadership in guiding teams and resolving conflicts. Experience in overseeing Patch and Vulnerability Management processes.