iOPEX - Technical Lead - Unix/Cloud/Monitoring Tools

Role : Technical Lead Location : Bangalore Education : Bachelor's Degree Experience : 2 to 4 years Shift : Rotational Job Brief : As a Technical Lead, you will play a key role in providing real-time guidance and support to engineers while managing strategic decision-making. - This role demands strong technical expertise in Unix, cloud, monitoring, and basic programming knowledge. - You will offer technical support to Splunk CCM engineers, who will be in contact with end-users via phone, email, and chat. - Strong skills in fault isolation and root cause analysis (RCA) are essential to troubleshoot and resolve complex technical issues professionally and promptly. - You will handle technical escalations, contribute to POCs, and manage change processes by collaborating with customer support, site reliability engineering (SRE), and other cloud teams. - Key responsibilities include scheduling and overseeing changes, maintaining accountability within the team, and enhancing the customer experience. - Additionally, you will conduct refresher and new hire training on product and process updates. Key Responsibilities : - Manage Global Support Teams : Ensure process compliance and clarity for requested customer changes. - Process Improvement : Identify opportunities, document changes, and communicate updates to the team. - Customer and Team Coordination : Collaborate with internal teams, account teams, SRE, product management, and more. - Scheduling Management : Oversee release, production changes, and project timelines, ensuring adherence to schedules. - Metrics and KPI Management : Provide daily metrics/status on environment and project health via dashboards or other KPIs. - Service Failure Analysis : Conduct trend analyses to identify risks and launch improvements to address them. - Change Management : Attend weekly CAB meetings, assist with change classifications, and identify risks to the environment. - Escalation Point : Act as the primary escalation contact for all IT changes, supporting the teams with effective tools and processes. Required Skills : - Salesforce - ITIL - Jira Roles & Responsibilities : - Escalation Handling Skills - Technical Support : Provide floor support on technical issues, conduct technical case audits, and perform hygiene checks. - Technical Escalation : Handle escalations and contribute to POCs when necessary. - Customer Interaction : Serve as a primary contact via phone, email, and web, with strong fault isolation and RCA capabilities. - Communication : Be a communication superstar, ensuring clarity and effectiveness in all interactions. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 11/25/2024