.Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.Who we are; Orion delivers game changing business transformation & digital product development with agility at scale. With a maturity and scale of 25+ years in the industry, Orion has 6200 + associates working across 13 major delivery centers across the globe**Responsibilities**:- Manage a team of offshore engineers, prioritize incidents and requests to ensure service targets and SLAs are met and maintain high support service quality.- Take ownership of incidents and requests, working directly with the users and/or platform support team to investigate, troubleshoot, debug, and resolve technical issues arising from their service use.- Provide regular status updates on incidents assigned and coordinate with the members of the global support team- Build and maintain a thorough understanding of the vendor product, its deployment, and how customers use the software and services.- Coordinate/escalate with internal teams to ensure practical and efficient incident investigation and resolution.- Participate and contribute in cross-functional war rooms, lead war rooms where needed in issue resolution- Create or review technical assessment and root cause analysis documents.- Contribute to and improve Orion's knowledge systems through authoring and maintaining knowledge collateral, including troubleshooting and how-do-I guides.- Assist with unexpected events or failures which limit customer(s) use of the product, work to restore services rapidly, and effectively communicate to the customer to maintain their confidence.- Investigate and diagnose issues arising with the Azure resources used to deliver the service, act, or escalate where necessary**Skills required**:- 5-10 years experience- Strong sense of ownership and integrity demonstrated through clear communication and collaboration- Experience in managing and scaling distributed systems in a public, private, or hybrid cloud environment- Strong drive to automate manual operations and to improve them through repeated iteratio- Excellent troubleshooting and problem-solving skills.- Deep understanding of Microsoft Azure- PostgreSQL, NodeJS, ExpressJS, VueJS,- MongoDB/Cosmos DB**Key Qualifications**:- Take ownership of incidents and requests, working directly with the users and/or platform support team to investigate, troubleshoot, debug, and resolve technical issues arising from their service use