Technical Support Lead

3 days ago

Indore, India 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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