Lead - Linux Administration & Service Desk

We are hiring for Lead – Linux Administration & Service Desk at Bangalore

Job Summary

We are looking for an experienced and self-driven India Service Lead – Linux Administration & Service Desk to lead a dual-responsibility role encompassing enterprise-grade Linux server management and end-user support operations. The ideal candidate will bring deep technical expertise in RHEL/Debian systems , experience with virtualization platforms , and a proven track record of managing a high-performing Service Desk team aligned with ITSM best practices. This role requires a strong balance of hands-on skills, leadership capability, and stakeholder management.

Key Responsibilities

1. Linux Administration – Infrastructure Operations

• Lead the Linux Administration team ensuring availability, performance, and security of Linux systems across production and non-production environments.
• Expertise in RHEL and Debian operating systems, shell scripting ( Bash/Python ), and automation.
• Troubleshoot issues related to disk management, LVM , boot failures, performance bottlenecks, and service outages.
• Manage virtualized environments including KVM and VMware Hypervisors .
• Administer and maintain server hardware from vendors such as HP and Dell in data center or co-location facilities.
• Collaborate with network and firewall teams for end-to-end infrastructure support, particularly with FortiGate firewalls and managed switches.
• Maintain system documentation, configuration baselines, and support audit readiness for compliance frameworks.

2. Service Desk Leadership

• Lead a ServiceDesk/Helpdesk team of 10+ engineers , ensuring timely and effective resolution of incidents, service requests, and problems.
• Leverage ServiceNow to manage tickets, automate workflows, and improve service quality.
• Monitor and improve ServiceDesk KPIs such as first call resolution, SLA adherence, ticket aging, and customer satisfaction.
• Prepare and present weekly/monthly performance reports to senior management.
• Promote the use of ITSM processes including Incident, Problem, and Change Management aligned to ITIL best practices .
• Act as a key liaison between IT and business users, ensuring excellent stakeholder management and communication.
• Drive service improvement initiatives, root cause analysis, and proactive solutions to recurring issues.

Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• 10–12 years of experience in IT Infrastructure and Service Desk operations.
• Deep expertise in Linux Administration (RHEL, Debian), virtualization (KVM, VMware), and scripting (Bash/Python).
• Experience managing enterprise hardware in data center environments .
• Strong knowledge on various networking and switching technologies.
• Proven experience in leading a Service Desk team , with focus on KPI management, escalations, and service delivery.
• Solid understanding and implementation experience of ITSM/ITIL processes .

Certifications

• Red Hat Certified Engineer (RHCE) or equivalent RHEL certification
• ITIL Foundation Certification
• Additional certifications in virtualization or networking are a plus.

Soft Skills

• Strong presentation and reporting skills for both technical and non-technical audiences.
• Excellent communication and interpersonal skills across technical teams, users, and management.
• Highly self-motivated and self-driven with an ability to independently handle assessments, identify gaps, and implement industry best practices.
• Innovative mindset with a continuous improvement approach.

Regards,

Sridhar Rathod