• Resolve medium to complex incidents and perform root cause analysis • Act as an escalation point for junior engineers and customer care teams • Proactively identify and remediate recurring issues • Enhance monitoring configurations and address performance bottlenecks • Participate in on-call and escalation duty rotations • Participate in team learning sessions, technical discussions, and Agile ceremonies (daily stand-ups, sprint planning, reviews, retrospectives) • Perform health checks and performance assessments of Azure environments • Create and review customer insight and operational reports • Prepare and lead operational review meetings with customers • Maintain and continuously improve documentation for configurations, processes, and incident resolutions • Identify trends and provide proactive recommendations to improve customer environments and ways of working