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Remote in Armenia, & 6 others
Microsoft Azure& 9 others
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We are seeking an experienced Hosting Team Lead to oversee our L3 support team, combining team management and operational leadership within the ITIL support process with hands-on technical responsibilities. This role focuses on day-to-day team management, customer communication, and assessing infrastructure changes from an operations perspective, with a strong emphasis on Microsoft Azure infrastructure expertise.
Responsibilities
- Manage the day-to-day operations of the Hosting Team, including task assignment, workload monitoring, and delivery oversight
- Onboard new team members and support their integration into the team's processes and tools
- Lead an L3 support team providing advanced technical support and handling escalations across cloud and on-premises infrastructure
- Oversee support for Microsoft Azure infrastructure and services as a key focus area
- Coordinate customer communication and ensure timely resolution of escalated incidents
- Assess infrastructure changes from an operations perspective and provide technical guidance
- Supervise support delivery across Windows Server administration, core infrastructure services (AD, CA, DNS), and Microsoft 365 services (Exchange, Teams, SharePoint)
- Ensure proper handling of virtualization platforms, hyperconverged infrastructure, and VDI environments (Citrix, AVD)
- Maintain alignment with ITIL processes and manage activities through ITSM tools such as ServiceNow
- Drive continuous improvement in automation, troubleshooting, configuration, and maintenance practices across the team
Requirements
- 5+ years of experience in infrastructure and operations roles, with prior experience leading technical support teams
- Expertise in Microsoft Azure infrastructure and services
- Proficiency in Windows Server administration, including performance monitoring, automation, and troubleshooting
- Background in systems engineering and Microsoft 365 services (Exchange, Teams, SharePoint)
- Knowledge of core infrastructure services such as AD, CA, and DNS, as well as DHCP, DFS, and KMS
- Familiarity with the Microsoft management stack (SCCM, SCVMM, SCOM) and SCDPM
- Competency in database support for Oracle and Microsoft SQL
- Understanding of backup, storage, and file and print services (Panzura)
- Skills in virtualization platforms and hyperconverged infrastructure (HCI), including Cisco HyperFlex
- Capability to support VDI technologies (Citrix, AVD), OS image creation, and hardening
- Qualifications in networking, VLANs, and firewalls
- Showcase of experience working within ITIL processes and ITSM tools such as ServiceNow
- English proficiency at an Upper-Intermediate level (B2) or higher
Nice to have
- Hands-on expertise with Microsoft Hyper-V
- Familiarity with Microsoft Endpoint Configuration Manager
- Proficiency in Office 365 administration
- Knowledge of storage systems
- Background in Windows Server 2019