Technical Support Manager

Job description

At IDEMIA, we are passionate about shaping the future of secure identity and authentication solutions. Our innovative technologies play a crucial role in enhancing security, privacy, and convenience for individuals and organizations worldwide.

You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined. We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.

We serve our clients in 180 countries thanks to our 15,000 employees worldwide.

About IDEMIA Public Security

We are dedicated to serving government and public security entities and, in so doing, IDEMIA is committed to the responsible use of technology for public safety. We develop cutting-edge biometrics technologies and identity verification systems that prioritize privacy, human rights and ensure fair and unbiased application. We are also committed to building an inclusive and diverse culture and our impact on sustainability. For example, in 2023, the Life Cycle Assessment for Vision Pass SP revealed a 38% energy reduction, attributed to its sustainable smart power-saving mode

Skills Required

Note: Job location - at customer site IGI Delhi Airport

Experience & background: At least experience in technical support and systems administration in a vendor environment

Education: Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience

Technical skills

• Enterprise scale Linux and Windows administration with strong troubleshooting skillset

• VMware ESXi and vCenter administration with strong troubleshooting skillset (Preferable with CLI knowledge) (7.0 and above)

• Kubernetes K8s

• TCP/IP Networking, Network/Security devices (e.g. Cisco Switch, Firewall, Fortinet)

• MSSQL, Oracle, and other database servers

• Monitoring systems (e.g. Centreon, Nagvis)

Familiarity with the following will be advantageous: -

• Management of SAN storage, NetApp storage and tape library

• Administration/Management of security tools, e.g. Antivirus, EDR, Windows Key Store, etc.

• Windows PowerShell, Unix Scripting

Main responsibilities

Purpose of the job: Managing Level 3 support and maintenance of IDEMIA systems at customer site.

• Ensure customer satisfaction in maintenance and support
• Maintain IT components in the backend and related endpoints, including Hardware and Software
• Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2a Teams
• Commit to a resolution date, formalize action plan and implement workaround for fault rectification
• Perform root cause analysis of technical issues
• Communicate and interface with vendors and customers
• Generate reports and write documentation, e.g. maintenance guide, operation manual, test procedures and test reports
• May be required to stand in and perform 24/7 shift duty in case of resource shortage
• Other duties as assigned

Key Challenges

• Ability to work in a fast paced & dynamic environment, handling complex incidents with professionalism
• Conscious about service quality, with an appropriate sense of urgency in fulfilling customer requirements
• Possess strong troubleshooting skills and techniques
• Ability to manage daily support activities independently
• Ensure completion of operational requests within agreed Service Levels