Tech Support Lead - Cloud

Role Overview

The Tech Support Lead - cloud ensures seamless support for Avhan's Cloud Digital Workplace Framework - "Jodo World". The role focuses on:

• Delivering high-quality technical support to Private and Public cloud installations in multiple geographies.
• Ensuring platform uptime and SLA compliance.
• Develop best practices for Support operations including automation
• Monitoring Process compliance in technical operations and team management.
• Efficient management of Jodo World Cloud infrastructure, applications, and Customer engagement.

Key Responsibilities

Operational Excellence

• Ensure platform uptime and maintain SLA adherence for all Jodo World Cloud installations.
• Monitor and optimize cloud infrastructure performance (including AWS, Google, and private cloud setups).
• Manage the deployment and upgrades of Jodo World Framework, ensuring process adherence for patch updates and CR delivery.
• Automate repetitive technical tasks and monitoring processes to enhance efficiency and compliance.

Customer Support

• Oversee customer support operations, ensuring Help Desk ticket resolutions meet SLA standards.
• Proactively address product issues with effective communication to clients and internal stakeholders.
• Develop FAQs, training materials, and self-service resources to enhance customer satisfaction and minimize recurring issues.

Technical Process Management

• Create, maintain, and monitor checklists and technical processes to ensure robust delivery (patch updates, system checks, and backups).
• Drive process standardization for cloud infrastructure management and partner handovers.
• Perform regular audits to ensure compliance with security and performance standards.

Team Leadership

• Lead, train, and manage the technical support team, ensuring process compliance and skills enhancement.
• Develop rosters to ensure 24/7 team availability, with contingency plans for emergencies.
• Foster a culture of process adherence and continuous improvement.

Training & Documentation

• Design and deliver customer and team training programs for product implementation, management, and troubleshooting.
• Document and refine technical processes, ensuring full compliance and clarity for internal and external stakeholders.
• Create training videos and manuals for effective knowledge sharing.

Skills & Experience

Educational Qualifications

• B.E. / B.Tech / M.Tech / MCA / M.Sc. in Computer Science, Electronics, or related fields.
• Strong concepts of IT service management (ITSM)
• Preferred: ITIL Certification, Project Management certifications (e.g., PMP, PRINCE2).

Experience

• Essential:
• 2-3 years in technical implementation and management of Cloud Software Products (SaaS, PaaS, IaaS).
• 1-2 years in managerial or supervisory roles.
• Experience with SLA-driven support, incident management, and process documentation.
• Desirable:
• Exposure to BFSI, BPO, Travel, or e-Commerce verticals.
• Experience with Unified communications and Cloud Telephony platforms.

Technical Expertise

• Proficient in managing virtual machines and cloud infrastructure (AWS, GCP, Private clouds).
• Strong knowledge of MySQL/MariaDB with Galera Cluster, including queries, backups, and performance monitoring.
• Understanding of network technologies: TCP/IP, HTTPS, DNS, VoIP, VPNs, Load Balancer and firewalls.
• Awareness of Redis, ActiveMQ, Nagios, Grafana, Prometheus
• Awareness of open-source telecom platforms like Asterisk, FreeSWITCH, and Kamailio SIP Proxy.
• Awareness of APIs, Webhooks
• Knowledge of information security standards for cloud deployments.

Soft Skills

• Excellent written and verbal communication skills in English.
• Strong leadership and customer management abilities.
• High process orientation with proven skills in documentation and delivery management.

Additional Expectations

• Availability to manage a global team across different time zones.
• Flexibility to extend working hours during emergencies.
• Uphold Avhan's values by ensuring compliance and excellence in all technical tasks.

Key Performance Indicators (KPIs)

• SLA adherence for customer support and infrastructure uptime.
• Process compliance in team operations and documentation.
• Timely execution of patch updates, deployments, and customer communications.
• Reduction of repetitive issues through proactive measures and automation.

Reporting to: Tech Support Manager / Chief Technology Officer (CTO)
Location: Mumbai
Salary Range: Competitive, based on experience
Experience Range: 4+ years in Tech Support
Team Size - 3-4 direct reports