L2L3 Technical Support Lead

We're hiring a hands-on Tech Lead to own 24×7 production support across our product line portfolio. This person leads the operations/support team, is accountable for SLA-compliant issue resolution across all product lines in the portfolio, and acts as the senior escalation point for critical incidents — while staying hands-on to personally debug and unblock the team when it matters.

The Offshore team Lead would be a leading the 24x7 technical support team. The team lead may need to be working on rotational night shifts as well as weekends as per the need and the plan. He or She would be working from home for the night shifts with additional shift allowance as a perk offered to the Team members. The lead would be required to be in the office on need basis for sync ups with the Management

His responsibilities would include:
He will play the role of Tech Lead including the Operations team management and reporting to the senior Leadership.
SLA based production Issues fixing and Management
Ensuring the SLA complied resolutions to Customer Issues for the Product lines under the portfolio.
Production Issue fixing, planning and tracking
Team Management activities along with Status, activities and plans dash boards on weekly and monthly basis

Must-Have Skills:

1. Linux expertise and Intermediate level Network Domain Skills[Handson].
2. Intermediate Networking Skills, understanding of Distributed Systems and Networking Infrastructure& Cloud and Docker Containers concepts
3. Hand-On Experience in JAVA Application Troubleshooting with understanding of Microservices Architecture;
4. Basic Understanding of Microservices Architecture
5. Ability to debug and deploy Hybrid Mobile Apps.
6. P1/P2 Incident Handling during Shifts, planning for team and tracking
7. CI/CD Pipeline Understanding and Hands-On Experience with Production Deployments, Exposure to Container Architecture (e.g.Docker)
8. Good at Scripting and Automation & Monitoring Tools Exposure and Alerts i.e. Dynatrace
9. Ability to lead and work In 24*7 Rotational Shifts as per the need and the plan
10. Ability to lead and deliver in critical scenarios like P1 Bridge Calls, Weekends On-Calls
11. Understanding of AI usage in Operations Support and planning
12. Ability to perform and deliver in critical scenarios like P1 Bridge Calls, Weekends On-Calls

Good To Have Skills:

1. Exposure or Hands-on experience with Streaming Services/Engine
2. Conversant with GITLAB, Ansible, Jenkins etc.
3. Baisc working of Python as AI roadmap is to be executed by the team.
4. Good understaidning of Devops, CICD, Databases and Microservices.
5. Understanding or Hands-on experience with Configuration Management Tools like Ansible, GITLAB,
6. Good Understanding of AI usage in Production Operations support.
7. Good Customer Engagement and Communication Skills
8. He should be able to run triage, mitigation, and stakeholder communication simultaneously during a live outage;
9. Needs to have a good knowledge of SLA/SLIs/SLOs/error budgets, MTER, MTTR — turns "24×7 support" into concrete numbers and Data stats
10. Converts incidents into system fixes, & Drive writing playbooks for known failure modes so any on-call engineer can respond

Open Positions

1

Skills Required

Technical Support, 24x7, Product Support, Remote Support, networking, linux, shell scripting, Monitoring, Dynatrace , Application Deployment, Java Support Engineer , mobile application Support, Technical Support Team Lead, Production Support

Desirable Skills

monitoring tools, Ticketing Tools, communication skills, microservices, ansible, jenkins, docker, Splunk, NAGIOS, application troubleshooting, application support , Technical Support Manager

Experience

7 to 9 years