Technical Support Lead

3 weeks ago

Indore Madhya Pradesh India, Madhya Pradesh ClearTrail Technologies Full time

Job Title: Technical Operations Lead

Location: Indore, MP (work from office only)

Experience: 7–12 Years

Shift: 24x7 Rotational Shifts

Qualification: B.Tech/B.E. in Computer Science, Information Technology, or a related field


Job Summary:

We are seeking a highly skilled and experienced Technical Operations Lead to oversee and guide a team of technical professionals in a dynamic, 24x7 production environment. The ideal candidate will have a strong background in Linux system administration, incident management, production deployments, and cross-functional coordination. This role demands a proactive leader who can manage escalations, ensure system uptime, and drive operational excellence.


Key Responsibilities:

  • Lead and mentor a team of 10+ technical operations engineers.
  • Guide the team in handling critical situations and high-severity incidents.
  • Manage and resolve L2/L3 technical issues, ensuring minimal downtime and quick resolution.
  • Handle customer escalations and coordinate with internal stakeholders for timely resolution.
  • Escalate critical issues through the appropriate hierarchical channels.
  • Collaborate with cross-functional teams including development, QA, and infrastructure.
  • Monitor systems using industry-standard tools and respond to alerts proactively.
  • Guide the team in performing production deployments, patching, and release management.
  • Maintain and troubleshoot On-premise server infrastructure.
  • Ensure adherence to operational processes and documentation standards.
  • Participate in 24x7 shift rotations and provide on-call support as needed.


Required Skills & Qualifications:

  • 8–12 years of experience in technical operations or system administration.
  • Proven experience in leading and managing technical teams.
  • Strong Linux administration skills (command-line, scripting, troubleshooting).
  • Solid understanding of networking fundamentals (beyond basic level).
  • Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, etc.).
  • Experience in incident management and root cause analysis.
  • Familiarity with ITIL processes and escalation management.
  • Experience in production deployment and release management.
  • Working knowledge of Hadoop and distributed systems.
  • Basic knowledge of Docker and Ansible.
  • Excellent communication and coordination skills.
  • Ability to work under pressure in a fast-paced environment.


Preferred Qualifications:

  • Certifications in Linux (RHCE, LFCS), Networking (CCNA), or ITIL.
  • Experience with cloud platforms (AWS, Azure, GCP) is a plus.
  • Automation/scripting experience (Shell, Python, Ansible) is an advantage.

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