Technical Support Services Lead

Role – Frontline L1 Support Technical Lead

Experience – 10 years – 13 years

Location – Chennai

Shift – 5.30 PM – 2:30 AM

Work Mode: Hybrid (3 days)

Job Summary:

The Frontline L1 Support Technical Lead will be responsible for leading a team of L1 support engineers, providing technical guidance, and ensuring efficient resolution of critical incidents and service requests. This role requires a blend of strong technical expertise in cloud platforms, automation, and monitoring tools, coupled with proven leadership and communication skills to drive operational excellence in a fast-paced environment. Proven experience in ITIL process implementation and experience in handling 24X7 and 24X5 support projects

Key Responsibilities:

• Lead, mentor, and technically guide a team of L1 Support Engineers.
• Oversee the resolution of L1 technical issues, ensuring timely and effective solutions.
• Act as an escalation point for complex technical problems, providing expert guidance and hands-on support when needed.
• Develop and implement automation solutions using PowerShell scripting and Power Automate to streamline support processes.
• Monitor system performance and proactively identify potential issues using Datadog and other monitoring tools.
• Manage and troubleshoot applications hosted on IIS and within Azure and AWS environments.
• Collaborate with development and operations teams to resolve recurring issues and improve system stability.
• Utilize Copilot to enhance problem-solving, documentation, and knowledge sharing within the team.
• Ensure adherence to ITIL best practices for incident, problem, and change management.
• Contribute to the creation and maintenance of comprehensive knowledge base articles and documentation.
• Proven experience of handling ITIL projects for 24X7 and 24X5 projects for at least 8+ yrs for global level projects

Mandatory Skills:

• Experience: 10-13 years in IT Support with a significant portion in a technical lead or senior role.
• Proven experience of handling ITIL projects for 24X7 and 24X5 projects for at least 8+ yrs
• Cloud Platforms: In-depth knowledge and hands-on experience with Microsoft Azure and Amazon Web Service (AWS).
• Deployment Tools: Proficiency in Octopus Deployment for application deployments.
• Web Servers: Strong experience with Internet Information Services (IIS) administration and troubleshooting.
• Monitoring Tools: Hands-on experience with Datadog for monitoring and alerting.
• Scripting & Automation: Advanced PowerShell scripting for automation and system administration.
• Process Automation: Experience with Microsoft Power Automate for workflow automation.
• AI Tools: Familiarity and practical experience with Microsoft Copilot for productivity and problem-solving.
• Leadership: Proven ability to lead, mentor, and motivate a technical support team.
• Troubleshooting: Excellent analytical and problem-solving skills for diagnosing and resolving complex technical issues.
• Ability to work effectively in a high-pressure environment and manage multiple priorities simultaneously.
• Communication: Strong verbal and written communication skills.
• Experience in working with the client Director level stakeholders directly
• ITIL Foundation Certification.
• Adoptability to learn any new technologies like Salesforce at L1, L2 support
• Experience in a DevOps environment.

Optional Skills:

• Experience with other monitoring tools (e.G., Splunk, Prometheus).
• Knowledge of other scripting languages (e.G., Python).
• Experience with containerization technologies (e.G., Docker, Kubernetes).

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 12+ years of experience in IT support, with a significant portion in a lead or senior technical role.
• Proven leadership abilities, with experience in mentoring and developing technical teams.
• Exceptional communication and interpersonal skills, capable of effectively interacting with technical and non-technical stakeholders.