Job Title: Technical Lead – Application Support & Cloud Operations

Location: Los Angeles, California
Experience: 12–15 Years

Job Summary

We are seeking an experienced Technical Lead – Application Support & Cloud Operations responsible for managing Digital Content Management System (DCMS) operations, ensuring application reliability, seamless content delivery, system performance, and user support. The ideal candidate will lead incident management, production support activities, stakeholder coordination, and cross-functional collaboration across application, infrastructure, cloud, networking, and security teams.

The Technical Lead will act as a key point of contact between business stakeholders, onsite teams, offshore support teams, and technical teams to ensure timely issue resolution, SLA compliance, continuous service improvement, and operational excellence.

Key Responsibilities

• Manage day-to-day operations of Digital Content Management Systems, including user onboarding, system configuration, content deployment, monitoring, and operational reporting.

• Provide onsite technical support for critical incidents, access issues, application failures, and production outages.

• Lead incident, problem, and service recovery management activities while ensuring timely resolution within defined SLAs.

• Act as the primary interface with business stakeholders and IT teams for real-time communication, issue tracking, escalation management, and service updates.

• Coordinate with L1/L2/L3 support teams, infrastructure teams, network teams, OEMs, and external partners to resolve technical issues.

• Manage offshore support teams, assign tasks, monitor deliverables, and ensure consistent service quality.

• Perform root cause analysis (RCA) for production incidents and implement corrective and preventive actions.

• Troubleshoot and support enterprise applications, Digital Content Management Systems, and related platforms.

• Diagnose and resolve application, cloud, infrastructure, networking, and security-related issues.

• Perform system health checks, preventive maintenance, application monitoring, patching, upgrades, and performance tuning activities.

• Review and support scheduled maintenance activities, application enhancements, and production deployments.

• Ensure operational documentation, incident reports, knowledge articles, and support procedures are maintained.

Required Skills & Qualifications

• 12–15 years of experience in IT, including application support, production operations, and technical leadership roles.

• Strong hands-on experience in application troubleshooting, cloud operations, infrastructure support, and production issue resolution.

• Experience supporting applications hosted on Microsoft Azure cloud environments.

• Strong understanding of Azure cloud services, troubleshooting, monitoring, networking, security, and access management.

• Experience managing application support programs across on-premise and cloud environments.

• Strong knowledge of incident management, problem management, change management, and IT Service Management (ITSM) processes.

• Hands-on experience with ITSM tools such as ServiceNow.

• Strong understanding of networking concepts, infrastructure components, and application dependencies.

• Proficiency in Linux administration, Linux commands, and Bash scripting.

• Experience performing root cause analysis, issue triaging, and coordinating resolution with multiple technical teams.

• Strong communication and stakeholder management skills with experience working in onsite-offshore delivery models.

Preferred Qualifications

• Experience working as an onsite Technical Lead managing client-facing operations.

• Experience coordinating offshore teams and managing daily operational activities.

• Experience supporting critical application environments with strict SLA requirements.

• Experience in airport, transportation, or large-scale operational environments is preferred.

• Knowledge of preventive maintenance, system upgrades, application patching, and performance optimization.

• Experience managing multi-vendor support environments.