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Cloud Technical Support Lead

2 weeks ago

Ghaziabad, Uttar Pradesh, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000

As a technical support lead, you will oversee daily technical operations of customer support desks for cloud and virtual private server offerings. You will direct a 15+ member team, drive first-time resolution and service level agreement adherence, serve as incident commander for high-priority incidents, and refine operational procedures with infrastructure teams.

Responsibilities:
  • Team Leadership
    • Facilitate daily team meetings; manage priorities, escalations, and queues.
    • Coach staff on troubleshooting, logs, and runbooks; conduct regular performance evaluations.
    • Coordinate shift schedules with operations leads; ensure around-the-clock coverage without burnout.
  • Troubleshooting & Incident Management
    • Act as initial incident commander for high-priority incidents: stabilize, isolate, and contain issues.
    • Evaluate signals from monitoring tools, correlate data, and initiate rollback or containment procedures.
    • Ensure seamless handoffs to infrastructure teams with complete context and documentation.
  • Service Level Agreement & Quality
    • Maintain >95% service level agreement on medium-to-high priority tickets; target mean time to resolve decrease by 20% within 90 days.
    • Maintain tool hygiene: categories, templates, timers, automations, and workflows.
    • Publish weekly dashboards: service level agreement, customer satisfaction, reopen rate, backlog aging, and top problem themes.
  • Knowledge & Prevention
    • Convert resolved tickets to knowledge base entries or runbooks; achieve 80% coverage for recurring issues.
    • Raise problem tickets for chronic incidents; collaborate with infrastructure and development teams for root cause analysis and corrective actions.
    • Partner with security and operations teams for alert tuning and playbooks (lockouts, brute-force attacks, event detection).
  • Customer Communication
    • Provide timely incident updates (priority-based cadence), final root cause analysis reports, and release notifications.
Requirements:
  • Hands-on experience: Windows Server, Active Directory, Remote Desktop, IIS, basic Linux, networking fundamentals.
  • Virtualization/cloud expertise: VMware, vCenter, CloudStack, OpenStack basics, snapshots, disaster recovery.
  • Security/monitoring proficiency: FortiGate, HAProxy, Wazuh, ELK, PRTG, Prometheus, backups.
  • Tool familiarity: ManageEngine ServiceDesk Plus, Excel, PowerShell, Bash.
  • ITIL Foundation certification (or equivalent experience).
Benefits:
  • SLA adherence ≥ 90%; MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog reduction by 60%; clean problem/RCA pipeline in place.