Technical Support Manager

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• At least 2 years of people management experience.
• Should have good business communication.
• Should have experience in Incident Management.
• Ability to drive RCA / PIR calls and communicate the same with stake holders in both tech non-tech versions based on audience.
• Review SoPs, Runbooks and able to create new ones educate L1/L2 teams on the same.
• Exposure to any log management tool - ELK, Splunk etc.
• Exposure to create/monitor dashboards in, say, Grafana from any data source.
• Able to troubleshoot incidents, guide L1/L2 during resolution.
• Exposure to create manage shift rosters for 24/7/365 for L1/L2 engineers.
• Should have a decent understanding of deployments process, hotfixes, emergency fixes etc.
• Review releases for operational gaps and test the same to ensure a smooth rollout to

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