Lead Support Engineer, Azure DevOps - Mexico - The Home Depot Global Technology Center In Mexico

    The Home Depot Global Technology Center In Mexico
    The Home Depot Global Technology Center In Mexico Mexico

    hace 9 horas

    Tecnología / Internet
    Descripción

    What you'll Do:

    As a Lead Support Engineer for SRS Distribution, a wholly owned subsidiary of The Home Depot, you will be an integral part of our Applications Production Support and SRE team as a lead (with DevOps background). You will be responsible for ensuring the stability, reliability, and performance of business-critical applications and services in production environments. This role will oversee the L1/L2 support teams, manage daily operational activities while driving improvements in system reliability, workflow automation, and the effectiveness of monitoring and incident management processes.

    The ideal candidate is hands-on with technical expertise in Azure DevOps, incident and problem management, system reliability, observability & APM tools (Azure, New Relic), and continuous improvement processes.

    Key Responsibilities

    1. Production Support & Operations

    • Lead day-to-day application production support for mission-critical systems (L2/L3).
    • Act as the primary escalation point for critical application issues and outages
    • Manage and coordinate incident response, root cause analysis (RCA), and collaborate with dev team for problem resolution.
    • Coordinate root cause analysis (RCA) and post-incident reviews to drive long-term stability
    • Ensure SLAs and uptime targets are consistently met across all supported applications.
    • Work closely with development teams to deploy hotfixes, enhancements, and configuration changes safely.

    2. Site Reliability Engineering (SRE)

    • Implement and manage SRE practices such as error budgets, SLIs/SLOs, and proactive reliability improvements.
    • Design and maintain monitoring, alerting, and logging frameworks to ensure proactive issue detection.
    • Optimize application performance and scalability through observability and telemetry (APM, logs, metrics, traces).
    • Design and implement monitoring dashboards and alerting using tools like Azure Monitor, Application Insights, Grafana, or Prometheus.

    3. DevOps & Azure Expertise

    • Good understanding of Azure DevOps and Azure application architecture.
    • Partner with development teams to improve release automation, environment provisioning, and deployment reliability.
    • Manage CI/CD pipelines and release processes using Azure DevOps
    • Collaborate with development teams to embed reliability and supportability into the SDLC.

    4. Leadership & Collaboration

    • Lead and mentor a team of production support engineers.
    • Establish operational runbooks, standard operating procedures (SOPs), and escalation matrices.
    • Collaborate with cross-functional teams (development, QA, infrastructure, and business) to ensure end-to-end reliability.
    • Communicate effectively with business stakeholders regarding system health, incident status, and performance metrics.
    • Drive post-incident reviews and continuous improvement initiatives.

    Requirements We Look For:

    • Strong experience with Azure DevOps , ServiceNow, Observability and APM tools like New Relic, Azure AppInsight and etc.
    • Good understanding in Azure cloud services (App Services, AKS, Functions, Service Bus, SQL, etc.).
    • Knowledge of CI/CD, Infrastructure as Code (IaC), and automation scripting (PowerShell, Bash, Python).
    • Deep understanding of SRE principles and tools for monitoring, alerting, and logging.
    • Strong grasp of incident management frameworks (ITIL, major incident processes).

    Qualities that Stir our Souls (and make you stand out):

    • Excellent problem-solving and analytical thinking.
    • Strong communication and leadership capabilities.
    • Ability to manage multiple stakeholders and prioritize under pressure.
    • Proven experience leading a 24x7 support or on-call environment.
    • Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).
    • 8+ years of experience in application support, IT operations, or SRE roles
    • Microsoft Azure certifications (e.g., AZ-400, AZ-104, or AZ-305) are a plus.
    • Experience with ITSM tools (ServiceNow, Jira Service Management).
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