Cloud Support Engineering Leader

4 hours ago


Delhi, Delhi, India Mastech Digital Full time
Overview
Mastech Digital, a leading provider of digital transformation services, is seeking an experienced Cloud Support Engineering Leader to oversee the smooth operation of our Level 1 and Level 2 support teams. As a seasoned professional with expertise in Google Cloud Platform (GCP), you will play a critical role in ensuring exceptional customer service and technical excellence.

Job Summary
We are looking for a talented individual to lead our cloud support team, providing leadership, direction, and technical guidance to ensure effective coordination and collaboration among team members. The successful candidate will be responsible for overseeing the resolution of complex technical issues, conducting root cause analysis, and implementing corrective actions to prevent recurrence.

Key Responsibilities
  • Provide leadership and direction to the L1 and L2 support teams, ensuring effective coordination and collaboration among team members.
  • 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.

Requirements
To be successful in this role, you will need:
  • Bachelor's or Master's degree in Computer Science & Engineering, or a related field.
  • 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.
  • Experience with ITIL or other IT service management frameworks is highly desirable.

Salary Range
$120,000 - $180,000 per year, depending on experience.

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