Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Corporate technology team, CTO office, you will ensure the operational stability, availability, application support mgmt.

and performance of our production application flows.

Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions and user support requests for Engineers Platform & Services leading to a seamless user experience.

Critical thinking while resolving day-to-day user support and incident management will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities


* Provide end-to-end application or infrastructure service delivery for the successful business operations of the firm


* Proactively monitor production environments for anomalies, mitigate issues, and drive evolution and utilization of standard observability tools leading to improving MTTD/MTTR.


* Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration


* Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.


* Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure


* Collaborates with engineering, product, security, and business teams to align production management initiatives with organizational goals.


* Establishes and monitors key performance indicators (KPIs) for production systems, driving proactive incident management and root cause analysis.


* Collaborates with technical experts, key stakeholders, and team members to resolve complex problems.


* Champions automation and DevOps practices to streamline operations and reduce manual intervention and toil.


* Understands service level indicators and utilizes service level objectives to proactively resolve issues before they impact customers


* Stays abreast of industry trends and emerging technologies, recommending enhancements to production management practices

Required qualifications, capabilities, and skills


* 8+ years of professional experience in a large-scale technology enterprise or equivalent expertise troubleshooting, resolving, and maintaining information technology services


* Hands-on Experience working with CI/CD tools s in a globally distributed hybrid environment (Cloud & On-premise) using Git/BitBucket/Github, Artifactory, Jenkins etc.


* Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses and engage with AD teams.


* Experience with Unix/Linux platform, cloud platfo...