Cloud Support Lead

1 month ago


Chennai, Tamil Nadu, India Mastech Digital Full time

We are seeking a seasoned professional to lead our support teams, ensuring effective coordination and collaboration among team members.

Job Description

As a Cloud Support Lead, you will oversee and ensure the smooth operation of both Level 1 (L1) and Level 2 (L2) support teams. This position requires a strong technical background, exceptional leadership skills, and a dedication to deliver superior customer service.

Responsibilities:
  • Provide leadership and direction to the L1 and L2 support teams.
  • Serve as primary technical authority offering guidance and support to L1 and L2 teams.
  • Actively involve in the resolution of complex technical issues that escalate beyond the capabilities of L1 and L2 technicians.
  • Conduct Root Cause Analysis (RCA) to identify the underlying causes of technical issues and implement corrective actions to prevent recurrence.
  • Work closely with cross-functional teams to effectively triage and troubleshoot issues.
  • Ensure all support activities align with industry best practices and organizational standards.

The ideal candidate will have a Bachelor's or Master's degree in Computer Science & Engineering, or a related field, and a minimum of 7-10 years of experience in IT support, with at least 3-5 years in a lead role in Managed Services projects providing L1 & L2 support.

Required Skills:
  • Strong technical proficiency in data integration and engineering services with focus on messaging systems, APIs, microservices, and containers.
  • Strong technical proficiency in cloud native integration & reporting tools including dbt, Fivetran, Tableau, etc. from a support and maintenance perspective.
  • Strong technical proficiency in Google Cloud Platform (GCP) services, particularly BigQuery, Cloud Composer, Dataflow, Pub/Sub, GKE, and Cloud Storage.
  • Exceptional communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical stakeholders.

The salary for this position is estimated to be around $100,000 - $140,000 per year, depending on location and experience. The company offers relocation assistance, rotational shifts, and a dynamic work environment.



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