Technical Support Lead

2 weeks ago

madhya pradesh, 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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