Module Lead Technical Operations

What we do?

At ClearTrail, work is more than just a job. Our calling is to develop solutions that empower those dedicated to keep their people, places, and communities safe. For over 25 years, law enforcement & federal agencies across the globe have trusted ClearTrail as their committed partner in safeguarding nations & enriching lives. We are envisioning the future of intelligence gathering by developing artificial intelligence and machine learning based lawful interception & communication analytics solutions that solve the worlds most challenging problems. What are we looking: We are looking for Module Lead/Lead Technical Operations to ensure the delivery of high-quality technical support.

Role 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 implacabilitys 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.

Skills & Qualifications:

• Experience: 6-10 Years Education: Bachelors degree in computer science, Information Technology, or related field.
• Location:Indore