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).