Onclusive - Technical Support Lead

Position Title : Technical Support Team Lead Team : Global Technical Support Team (GTST) Type : Full-time, Rotational Shifts (24/7 support) Experience Required : 3-4 years (1-2 years in systems administration 1-2 years in a leadership role) Role Overview : We are looking for an experienced Team Lead - Systems Engineering to support and guide our Global Technical Support Team. This role combines technical and leadership skills to ensure systems stability, reliability, and performance across platforms. The Team Lead will manage a team, handle escalations, and provide 24/7 support coverage, bringing a strong background in Linux, AWS, MS Azure, JIRA, and network administration. Familiarity with Elasticsearch and MySQL is a plus. Key Responsibilities : 1. Leadership & Team Management : - Lead and mentor the support team, promoting skill growth and efficient operations. - Set team goals, track performance, and ensure alignment with company objectives. - Act as an escalation point for critical issues, ensuring timely resolution. 2. Technical Responsibilities : - Oversee Linux servers, AWS, and Azure cloud environments to ensure smooth, secure operation. - Manage the incident response process using JIRA, coordinating 24/7 technical support. - Supervise network infrastructure to maintain reliable and secure connectivity. 3. Monitoring & Incident Management : - Maintain alert systems to capture critical alerts and reduce false positives. - Lead clear, consistent communication during P1/P2 incidents to minimize impact. Required Qualifications : Experience : 3 to 4 years in systems administration/support, with at least 1-2 years in a leadership role. Technical Skills : - Proficiency in Linux, AWS, MS Azure, and network administration. - Experience with JIRA service desk and familiarity with Elasticsearch/MySQL is advantageous. Managerial Skills : Strong leadership, decision-making, and team management capabilities. Soft Skills : Excellent communication, problem-solving, and adaptability to rotational shifts (ref:hirist.tech)

Location: mumbai, IN

Posted Date: 11/23/2024