Lead - linux administration & service desk

We are hiring for Lead – Linux Administration & Service Desk at Bangalore Job Summary We are looking for an experienced and self-driven India Service Lead – Linux Administration & Service Desk to lead a dual-responsibility role encompassing enterprise-grade Linux server management and end-user support operations. The ideal candidate will bring deep technical expertise in RHEL/Debian systems , experience with virtualization platforms , and a proven track record of managing a high-performing Service Desk team aligned with ITSM best practices. This role requires a strong balance of hands-on skills, leadership capability, and stakeholder management. Key Responsibilities 1. Linux Administration – Infrastructure Operations Lead the Linux Administration team ensuring availability, performance, and security of Linux systems across production and non-production environments. Expertise in RHEL and Debian operating systems, shell scripting ( Bash/Python ), and automation. Troubleshoot issues related to disk management, LVM , boot failures, performance bottlenecks, and service outages. Manage virtualized environments including KVM and VMware Hypervisors . Administer and maintain server hardware from vendors such as HP and Dell in data center or co-location facilities. Collaborate with network and firewall teams for end-to-end infrastructure support, particularly with Forti Gate firewalls and managed switches. Maintain system documentation, configuration baselines, and support audit readiness for compliance frameworks. 2. Service Desk Leadership Lead a Service Desk/Helpdesk team of 10+ engineers , ensuring timely and effective resolution of incidents, service requests, and problems. Leverage Service Now to manage tickets, automate workflows, and improve service quality. Monitor and improve Service Desk KPIs such as first call resolution, SLA adherence, ticket aging, and customer satisfaction. Prepare and present weekly/monthly performance reports to senior management. Promote the use of ITSM processes including Incident, Problem, and Change Management aligned to ITIL best practices . Act as a key liaison between IT and business users, ensuring excellent stakeholder management and communication. Drive service improvement initiatives, root cause analysis, and proactive solutions to recurring issues. Skills & Qualifications Bachelor’s degree in Computer Science, Information Technology, or related discipline. 10–12 years of experience in IT Infrastructure and Service Desk operations. Deep expertise in Linux Administration (RHEL, Debian), virtualization (KVM, VMware), and scripting (Bash/Python). Experience managing enterprise hardware in data center environments . Strong knowledge on various networking and switching technologies. Proven experience in leading a Service Desk team , with focus on KPI management, escalations, and service delivery. Solid understanding and implementation experience of ITSM/ITIL processes . Certifications Red Hat Certified Engineer (RHCE) or equivalent RHEL certification ITIL Foundation Certification Additional certifications in virtualization or networking are a plus. Soft Skills Strong presentation and reporting skills for both technical and non-technical audiences. Excellent communication and interpersonal skills across technical teams, users, and management. Highly self-motivated and self-driven with an ability to independently handle assessments, identify gaps, and implement industry best practices. Innovative mindset with a continuous improvement approach. Regards, Sridhar Rathod