Lead Technical Support Analyst

Greetings from Wilco Source A CitiusTech Company

Position: Lead Technical Support Engineer

Location: Chennai/ Bangalore/ Hyderabad/ Mumbai/ Pune/ Noida/ Gurugram

Mode: Full-Time

Experience: 8+ Years

Notice Period: Immediate to 15 Days

Note: The candidate should be comfortable to work in rotational shift

Job Description

• 8+ years of strong production support (L1/L2) experience.
• Lead and manage a team of 8-12 Technical Analysts supporting business-critical applications.
• Drive Incident, Problem, and Change Management processes while ensuring SLA compliance.
• Act as the primary escalation point for P1/P2 incidents, bridge calls, and stakeholder communication.
• Manage SLA Compliance, RCA reviews.
• Linux/Unix administration & Shell scripting.
• Java based application support.
• SQL querying and database troubleshooting.
• Azure Cloud exposure with Docker & Kubernetes.
• ServiceNow (Incident, Problem & Change Management.
• Manage and resolve tickets efficiently using ServiceNow and JIRA.
• Utilize Azure services, including Kubernetes and Dockers, for cloud-based solutions.
• Monitor logs and troubleshoot system issues.
• Take ownership of user problems and be proactive when dealing with user issues.
• Monitor all alerts and report any issue that may significantly impact the business.
• Monitoring, analysing, troubleshooting problems, providing code fixes and testing.
• Issue and query resolution.
• Willing to work in 24x7 shifts on rotational basis.
• Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.
• Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records.
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
• Adhere to the defined support delivery process/guidelines.
• Excellent interpersonal skills, team player, proactive, self-starter and motivated.

Thanks

[email protected]