Support engineer

2 weeks ago

Chennai, India Mastech Digital Full time

Position: Support Engineer(GCP)- Associate, Senior and Lead Location: Chennai, Tamil Nadu(3 day/week) - Relocation assistance will be provided Duration: Full Time Service based Company: Mastech Info Trellis and Mastech Digital Salary: Open to discuss Company Name: Mastech Digital and Mastech Info Trellis Rotational shift 5 am - 2 pm IST 9 am - 6 pm IST 2 pm - 11 pm IST Job Description for Lead: We are seeking a talented and motivated Lead Support Engineer with expertise in Google Cloud Platform (GCP) to oversee and ensure the smooth operation of both Level 1 (L1) and Level 2 (L2) support teams. This position requires a seasoned professional with 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, 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. Ensure RCA findings are documented and communicated effectively to all stakeholders, thereby enhancing the overall resilience of support operations. • Work closely with cross functional teams to effectively triage and troubleshoot issues. • Ensure all support activities align with industry best practices and organizational standards. • Develop and maintain documentation of standard operating procedures ensuring all team members are adequately trained. • Develop and maintain key performance indicators (KPIs) to measure the effectiveness of L1 and L2 support activities. • Develop and maintain strong relationships with clients, acting as the primary point of contact for escalated issues and concerns. • Stay abreast of the latest industry trends and technologies, integrating them into the support framework where applicable. Required Skills: • 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. • 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 Big Query, Cloud Composer, Dataflow, Pub/Sub, GKE, and Cloud Storage. • Strong technical proficiency in using Datadog for application monitoring. • Hands-on experience with scripting tools and languages for data processing, analysis and reporting activities. • Exceptional communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical stakeholders. • Strong customer service orientation, with a commitment to delivering exceptional support experiences. • Excellent problem-solving skills and the ability to think critically and strategically.

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