Lead-Technical Operations

• 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 meetings to 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
• Provide technical expertise to resolve escalated issues and guide team members

• 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 incident management, ticketing system and reporting
• Understand methodologies to identify and mitigate risk of recurring implacability’s from incidents during moments of high ambiguity
• 8-10 years of work experience

Relevant certifications (e.g., ITIL, Agile)are advantageous