Technical Lead - IT Infrastructure Support

Experience : 8+ Years in IT Infrastructure Operations & Support; Datacenter operations.

Shift : US ESTNight Shift.

Technical Lead will be responsible for day-to-day IT infrastructure operations/supports/escalations. A person should have a deep understanding of IT Datacenter operations & technical processes. The person will be responsible for working with different multi-functional teams to onboard new transitions & processes or improving the existing ones.

This role requires specialized technical skills in Windows Servers, Networking, Datacenter & cloud operations support to handle technical issues.

PRINCIPAL RESPONSIBILITIES :

- Working as Technical Lead engineer is to support day-to-day IT infrastructure operations/ supports/ escalations & ensuring process alignment.

- Acting as process owner of Level 2 Support & escalations : 40%.

- Manage & lead Datacenter operations activities.

- Perform life cycle management of datacenter equipment's.

- Coordinating with respective vendors & stakeholders.: 20%.

- Identifying gaps and improvement areas.

- Propose and implement corrective measures.

- Organize and prioritize workload.

- Imbibing new insights & suggestions for overall growth/improvement of process. : 15%.

- Maintaining documentation of new technical transitions/processes and ensuring the knowledge transfer to the team : 10%.

- To prepare management reports & dashboards to track the critical KPIs : 10%.

- Perform other duties, as assigned : 5%.

SKILLS, ABILITIES, AND OTHER ATTRIBUTES :

- 8+ years of professional experience in IT Infrastructure Operations & Production Support environment.

- Should have experience in leading technical transitions/projects, solutioning, data center consolidations, large scale enterprise systems integration, IT Strategy and Management, IT Transformations, Cloud Architecture and migrations.

- Working with Service Delivery and Engineering teams to provide support as needed to clarify service expectations, including providing diagrams, verbal explanation, and written documentation.

- Should be able to communicate & present solutions to respective stakeholders & senior leadership.

- Strong hands-on experience in managing Active Directory, DNS, DFS, DHCP & Microsoft 365.

- Strong troubleshooting skills in managing Windows/Linux servers performance issues & health checks.

- Good hands on experience on Nutanix HCI, AHV, VMWare & Citrix Xendesktop VDI virtualization technologies.

- Strong administration & troubleshooting skills on SSO, Okta, Microsoft MFA.

- Hands on experience in patching & updating windows OS environment using MS Intune & WSUS servers.

- Work with Security team to fix vulnerabilities identified in the systems & applications.

- Strong understanding of Datacenter architecture, Virtualization, Storage, Network links LAN/WAN, firewalls, routers, switches & interfaces.

- Should be able to perform BCP & DR solutions.

- Experience in automation tools like Ansible, chef, puppet.

- Facilitate investigation of complex technical issues, work with vendors if needed & evaluate RCA's.

- Should have experience on monitoring tools like SolarWinds, Nagios, Datadog to monitor IT Infrastructure & services.

- Have administration knowledge on Cloud models like Azure & AWS.

- Strong understanding in ITIL Processes i.e. Incident/ Problem/ Change/ Event Management.

- Self motivated, able to prioritize and execute tasks in a high-pressure environment.

- Consistent track record in bringing innovative ideas and its implementation to improve the overall effectiveness of IT Operations.

- Advanced proficiency with MS Office Tools, Service Now, Reporting.

- Good communication & interpersonal skills.

Skill Set Tools : Windows OS 2019,2016,2012, Active Directory, Citrix, SCCM, OKTA, MFA,M365, SolarWinds, Databases, Linux OS RHEL/Ubuntu/Debian, VMWare & Hyper-V, Budgeting, Mentoring.