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    Lead Technical Support Engineer - Indore, India - ClearTrail Technologies

    ClearTrail Technologies
    ClearTrail Technologies Indore, India

    2 days ago

    Default job background
    Technology / Internet
    Description
    • Lead and manage a team of support professionals to ensure the delivery of high-quality technical support.
    • Proven experience in leading and managing support teams in a 24/7 environment, with at least [5-8 years].
    • Fluent communication, consulting, and collaboration skills.
    • Strong technical background and expertise in troubleshooting complex issues.
    • Experience with monitoring and observability tooling (Grafana, Prometheus, Splunk).
    • Ability to make decisions under pressure and lead by example.
    • Experience on CISCO (Routers and Switches), Linux (OEL, Redhat), Storage hardware concepts, sub-netting, VLANs, Firewall, FTP. Experience with incident management, ticketing system and reporting.
    • Understand methodologies to identify and mitigate risk of recurring implacability from incidents during moments of high ambiguity. Relevant certifications (e.g., ITIL, Agile) are advantageous.

    Roles and Responsibilities:

    • Lead and mentor a team of technical support engineers to ensure effective 24/7 coverage.
    • Provide technical expertise to resolve escalated issues and guide team members.
    • Compose and carry out incident and problem management procedures.
    • Perform incident reviews and engage in post-incident activities with stakeholders to analyze operational surprises, general insight, learn from incidents and develop reliability improvements. Provide leadership and direction to the support team.
    • Develop and deliver training programs for team members to enhance their technical and customer service skills.
    • Conduct regular performance evaluations with team members. Act as an escalation point/point of contact for challenging problems or critical incidents.
    • Ensure timely and effective communication of issue resolutions to clients. Identify and implement improvements to support processes.
    • Conduct regular team meetings to discuss challenges, updates, and improvements. Be available for on-call support and provide leadership during critical incidents.
    • Provide regular updates to management on team performance and challenges.
    • Manage and prioritize escalated issues, ensuring timely resolution.
    • Collaborate with higher-level support teams and management for critical issues.
    • Set KPIs for Team members. Provide technical expertise to resolve escalated issues and guide team members.

    Qualifications:

    6 -9 yrs of work experience

    Location:

    Indore, MP

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