Cloud Hosting Technical Support Lead

5 days ago

Davangere, Karnataka, India beBeeSupportLead Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Summary

We're looking for a highly skilled Technical Support Team Lead to join our team. In this role, you'll be responsible for managing a 15+ member technical support desk, driving first-time fix and SLA adherence, and being incident commander for P1s.

Main Responsibilities:

  • Team Leadership: Run daily stand-ups; manage queues, priorities, and escalations (L1→L2→L3).
  • Triage and Coaching: Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.
  • Shift Rostering: Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout.

Technical Expertise:

  • Hands-on experience with Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud knowledge of VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring skills with FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Proficiency in ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation certification (or equivalent exposure).

Benefits:

  • Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days.
  • Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.

About the Role:

  • This is a great opportunity to work in a fast-paced environment and make a real impact on our customers' experiences.
  • You'll have the chance to develop your leadership skills and work with a talented team of professionals.

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