Position Summary:
The Technical production lead will be responsible for leading daily support team shift as a key member of the Ignite operations team reporting to Shift Manager.
Job Responsibilities:
- Lead a daily support team shift as a key member of the Ignite operations team.
- Ensure 24x7 availability for critical systems; identify, troubleshoot and resolve performance issues.
- Be a hands-on leader of a team of NOC / support engineers responsible to identify, triage and escalate issues to L3 or engineering teams to ensure issues are resolved with in SLA
- Accountable for ensuring ticket creation, updates, and resolution are accurately completed within SLAs.
- Manage escalation of critical customer issues.
- Serve as Incident Manager for Major Incidents and lead RCA closure
- Coordinate the resolution of customer issues from onboarding through implementation and production.
- Work closely with customers and internal teams to ensure Ignite platform operate as expected.
- Responsible for key IT Service Management components including Incident, Problem, and Change Management activities within shift.
- Lead daily shift hand-off calls to ensure 24/7 continuity of service between US/Italy & offshore support teams.
- Communicate status and action plans to internal stakeholders, partners, and customers including C level executives.
- Provide input to governance meetings and continuous improvement initiatives to reduce tickets and prevent repeated incidents.
- Help identify and develop talent from within your team of infrastructure and application support engineers.
- Work in rotational shifts and provides 24x7 shift support.
Basic Qualifications:
- Experienced Techical Support Lead with 7+ yrs experience
- Candidate should be a Graduate and from computer science background
- Linux certification
- Experience with ITIL or other industry-recognized Service Management discipline.
- Experience directing the efforts of others as either a senior resource or team lead; or demonstrated readiness to assume this responsibility.
- Ability to work in 24x7 rotational shift
- Experience in java development back ground will be a plus
Preferred Qualifications & Desired Competencies:
- 24X7 rotational shifts (including night shifts and Weekend/holiday support)
- Experience in supporting complex enterprise solution with large volume of daily transaction and 99.99 SLA targets in 24X7X365 environment
- Experience in managing monitoring alerts, incident detection, resolution, and coordination of resolution efforts with both customer and internal resolver teams.
- Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan.
- Developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined processes to ensure quality outcomes.
- Experience with Jenkins, Docker containers, Kubernetes
- Hands on experience on Linux L3 support including RH Linux, CentOS & CoreOS system administration, OS configuration and troubleshooting, experience on live server support and troubleshooting.
- Experience on Apache/Nginx, Tomcat, Redis, HiveMQ, Kafka, Jenkins, GitLab, Shell Scripting, Network and Server monitoring tool like Prometheus/Grafan, Nagios, etc. is required.
- Experience with relational and NoSQL database technologies such as Oracle, SQL Server, Postgre, Cassandra and MongoDB.
- Sound knowledge on AWS Infrastructure management, experience on AWS EC2, S3, DynamoDB, VPC, Cloudformation etc service is must.
- Excellent communication and customer handling skills. Understanding and adherence to customer SLAs
- Good to have Compliance understanding such as ITIL,ISO 27001 or SOX
