Technical Support Lead

3 weeks ago

New Delhi, India ClearTrail Technologies Full time

Job Title: Technical Operations LeadLocation: Indore, MP (work from office only)Experience: 7–12 YearsShift: 24x7 Rotational ShiftsQualification: B.Tech/B.E. in Computer Science, Information Technology, or a related fieldJob 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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