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Solutions Support Lead Engineer
Elixr Labs Technologies
posted 10d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Lead and Manage Support Teams : Overseeing a team of support engineers, ensuring they meet performance targets, and providing guidance on resolving complex issues.
- Escalation Handling : Taking on escalated support cases or challenges that require high-level technical expertise.
- Collaboration with Development Teams : Working closely with product development, engineering, and IT teams to resolve product-related issues and improve solutions.
- Incident Management : Coordinating the investigation and resolution of critical incidents, ensuring minimal downtime and disruption to the business.
2. Solution Implementation andSupport
- Solution Implementation : Ensuring the successful deployment of products or services to clients, helping to customize solutions as necessary.
- Customer Support : Providing support to customers, troubleshooting, and resolving issues related to the implementation of technical solutions.
- Documentation : Creating and maintaining technical documentation, including troubleshooting guides, knowledge base articles, and support resources for customers.
3. Problem Resolution
- Root Cause Analysis : Identifying the root cause of recurring issues and working towards long-term solutions.
- Performance Monitoring : Monitoring and assessing the performance of systems to ensure that solutions are operating optimally.
4. Communication and ClientManagement
- Client Interaction : Interfacing with customers to understand their needs, provide updates, and manage expectations.
- Cross-Functional Communication : Bridging the gap between technical teams and non-technical stakeholders, ensuring effective communication and understanding.
5. Continuous Improvement
- Feedback Loop : Gathering feedback from clients and support engineers to help improve the solution, support processes, or product features.
- Training and Development : Continuously improving the skills of the support team and ensuring that the team is well-versed with the latest technologies, solutions, and tools.
6. Technical Skills andQualifications
- Strong knowledge in cloud computing, databases, and application support.
- Exceptional analytical and problem-solving skills.
- Clear communication skills, both written and verbal, especially in technical explanations.
- Experience leading a technical support or engineering team.
- 7. Tools and Technologies
Service Management : Proficient in Jiraand Freshdesk for incident and workflow management.
Cloud Platforms : Strong Azure expertise,knowledge of AWS and GCP is a plus.
Monitoring : Skilled in Azure LogAnalytics for log query execution and data analysis.
Security : Understanding of security bestpractices, including data protection, encryption, identity management, and howto secure a multi-layered enterprise solution.
8. Reporting and Metrics
Reporting : Tracking application performancemetrics, incidents and reporting to senior management.
SLAs KPIs : Managing SLAs andoptimizing KPIs for uptime, resolution, and user satisfaction.
-
Requirements - Core Skills
- Technical Skills
- Systems Integration : Expertise in integrating software, hardware, and networks using tools and middleware.
- Cloud Platforms : Proficient in Microsoft Azure services, storage, security, and deployment.
- Azure Kubernetes Service (AKS) : Proficient in deploying, managing, and scaling containerized applications using AKS, including cluster configuration, monitoring, and optimization
- Databases : Expertise in managing, troubleshooting, and optimizing MySQL, MongoDB, and SQL databases, ensuring high performance and efficient query execution
- Application Management : Experience managing on-premises and cloud applications, including Apache Tomcat; IIS exposure is a plus.
- Scripting Automation : Proficient in Bash, and PowerShell for automation and troubleshooting, good to have knowledge in Python
- Monitoring Tools : Monitor systems using tools like Azure Log Analytics, ensuring high availability and performance.
- Security : Knowledge of data protection, encryption, identity management, and enterprise solution security.
- Linux Management : Proficient in managing and executing Linux commands for system administration and troubleshooting
- Tools and Technologies
Service Management : Experienced withtools like Confluence and Jira for incident tracking and service requests.
Collaboration : Proficient in Slack andMicrosoft Teams for team collaboration.
Reporting : Skilled in using advanced Excelfor performance reporting and trend analysis
Educational Background andExperience
- Education : A bachelordegree in Computer Science, Information Technology, Engineering, or a related field.
- Experience : Typically requires 10-12 years of experience in IT support, application management, or software development, with at least 1-2 years in a leadership role. Experience in healthcare domain with exposure to compliance like HIPAA, GDPR will be beneficial.
- Certifications :
o Azure 900 Mandatory
o Azure 104 and ITIL -Good to Have
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Lead Engineer roles with real interview advice
What people at Elixr Labs Technologies are saying
Rating based on 13 Lead Engineer
reviews
Anonymous · Engineering - Software & QA
in Chennai
Likes
Platform to explore and work with the latest tech stack
- Salary - Excellent
+6 more
Dislikes
Nothing specific as of now
Lead Engineer salary at Elixr Labs Technologies
reported by
7
employees
with 7-10
years exp.
₹9
L/yr - ₹27.3
L/yr
12%
more
than the average Lead Engineer Salary in India
View more details
What Elixr Labs Technologies employees are saying about work life
based on 89 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Elixr Labs Technologies Benefits
Submitted by Company
Learning and Development Opportunities Paid Time Off Flexible Work Arrangements Health Insurance
Submitted by Employees
View more benefits 
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Elixr Labs Technologies Thiruvananthapuram Office Location
Thiruvananthapuram, Kerala Office
Headquarter
GF, The Atomic, Near Technopark Phase-1
Thiruvananthapuram, Kerala
695581
695581
Solutions Support Lead Engineer
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Hyderabad / Secunderabad, Chennai, Thiruvananthapuram
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