Requisition Description
Lead and manage a team of support professionals to ensure the delivery of high-quality technical support.Proven experience in leading and managing support teams in a 24/7 environment, with at least [5-8 years].Fluent communication, consulting, and collaboration skills.Strong technical background and expertise in troubleshooting complex issues.Experience with monitoring and observability tooling (Grafana, Prometheus, Splunk).Ability to make decisions under pressure and lead by example.Experience on CISCO (Routers and Switches), Linux (OEL, Redhat), Storage hardware concepts, sub-netting, VLANs, Firewall, FTP.Experience with incidentmanagement, ticketing system and reporting.Understand methodologies to identify and mitigate risk of recurring implacabilitys from incidents during moments of high ambiguity.Relevant certifications (e.g., ITIL, Agile) are advantageous.
Roles and Responsibilities:
Lead and mentor a team of technical support engineers to ensure effective 24/7 coverage.Provide technical expertise to resolve escalated issues and guide team members.Compose and carry out incident and problem management procedures.Perform incident reviews and engage in post-incident activities with stakeholders to analyze operational surprises, general insight, learn from incidents and develop reliability improvements.Provide leadership and direction to the support team.Develop and deliver training programs for team members to enhance their technical and customer service skills.Conduct regular performance evaluations with team members.Act as an escalation point/point of contact for challenging problems or critical incidents.Ensure timely and effective communication of issue resolutions to clients.Identify and implement improvements to support processes.Conduct regular team meetingsto discuss challenges, updates, and improvements.Be available for on-call support and provide leadership during critical incidents.Provide regular updates to management on team performance and challenges.Manage and prioritize escalated issues, ensuring timely resolution.Collaborate with higher-level support teams and management for critical issues.Set KPIs for Team members.Providetechnical expertise to resolve escalated issues and guide team members.
Qualifications:
5 -8 yrs of work experience
Location:
Indore, MP