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Job Responsibilities:
- Server Monitoring: Monitor server performance and respond to alerts promptly. Troubleshoot and resolve system and network issues.
- Server Disk Cleanup: Regularly analyze and clean up server storage to optimize performance and resource allocation.
- Deployment of New Linux Instances: Create and configure new Linux server instances based on project requirements. Ensure proper security measures and updates during deployment.
- DNS Management: Manage DNS records, domains, and configurations for internal and external services.
- Backing up/Archiving Logs: Implement backup and archiving strategies for server logs to maintain data integrity and facilitate auditing.
- MySQL Backups: Create and manage automated backups of MySQL databases to ensure data integrity. Develop disaster recovery plans.
- System Administration Strategies: Develop and implement system administration strategies to enhance server performance, security, and scalability. Stay updated with industry best practices and emerging technologies
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience as a Linux Administrator or similar role (5+ years).
- Proficiency in Linux server administration (CentOS, Ubuntu, etc.).
- Strong knowledge of: Server monitoring tools (e.g., Nagios, Zabbix). Configuration management tools (e.g., Ansible, Puppet). Virtualization and containerization (e.g., Docker, Kubernetes). DNS management (e.g., BIND, AWS Route 53). Backup solutions (e.g., Bacula, AWS Backup). Log management and analysis (e.g., ELK Stack, Graylog). Database administration (e.g., MySQL, MariaDB). Security best practices and firewall configuration. Scripting languages (e.g., Bash, Python). Version control systems (e.g., Git). Cloud platforms (e.g., AWS, Azure, Google Cloud). Monitoring and alerting tools (e.g., Grafana, Prometheus). Networking concepts (TCP/IP, routing). System administration strategies and documentation. Excellent problem-solving skills and the ability to work independently.
- Strong communication and teamwork skills.
Location: Goregaon, Mumbai
Job Description:
We are seeking a highly skilled and experienced Technical Support Head to join our team in Mumbai. The ideal candidate will have a minimum of 10 years of experience in the SI industry, specifically in technical support roles, and possess extensive product knowledge in server, storage, backup, networking, security, and virtualization domains. As the Technical Support Head, you will be responsible for leading and managing a team of technical support professionals, ensuring the highest level of customer satisfaction, and driving continuous improvement in support processes.
Responsibilities:
- Lead and manage a team of technical support professionals, including hiring, training, mentoring, and performance evaluations.
- Establish and maintain support policies, procedures, and service level agreements to ensure effective and efficient support delivery.
- Collaborate with cross-functional teams, including sales, product management, and engineering, to address customer issues and provide timely resolutions.
- Serve as an escalation point for complex technical issues, providing guidance and expertise to resolve customer challenges.
- Develop and implement metrics and key performance indicators (KPIs) to measure the team's performance and identify areas for improvement.
- Stay up-to-date with industry trends, emerging technologies, and product advancements to enhance the team's technical knowledge.
- Foster a customer-centric culture within the support team, ensuring high levels of customer satisfaction and retention.
- Analyze support data and trends to identify recurring issues and proactively address them through process improvements or product enhancements.
- Collaborate with vendors and third-party partners to resolve technical issues and ensure timely delivery of support services.
- Prepare and present regular reports to senior management on support team performance, customer satisfaction, and key metrics.
Qualifications:
- Minimum of 10 years of experience in the systems integration (SI) industry, with a focus on technical support.
- In-depth knowledge and experience with server, storage, backup, networking, security, and virtualization technologies.
- Proven experience in managing and leading technical support teams.
- Strong problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide innovative solutions.
- Excellent verbal and written communication skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
- Strong customer service orientation and a passion for delivering exceptional support experiences.
- Demonstrated ability to drive process improvements and optimize support operations.
- Familiarity with industry-standard support tools and systems.
- Bachelor's degree in computer science, information technology, or a related field (preferred).
• Product & Technical Presentation – Customers / Partners
• Pre-Sales Support (DEMO and POC).
• RFP’s evaluation, Solutioning & Response.
• Handling Technical Queries and Troubleshooting for existing and new Customers.
• Keep up-to-date on competitive solutions, products, and services.
• OEM – Technical relation.
• Building Business with Team
Main tasks
- Implementation, operating and monitoring of LS system solutions on-premise and in the cloud
- Analysis and sustainable troubleshooting of system failures
- Support in the area of information and IT security
- Maintenance and further development of IT infrastructure in the field of container infrastructure and orchestration as well as on-premise hardware
- Creating system installation documentation
Qualification profile
- Successfully completed training or studies in the field of IT
- Experience in operating on-premise, public, and private cloud solutions
- Young professionals are welcome
- Good English skills
- Knowledge in the following areas
- Citrix Virtual Apps and Desktops
- Citrix ADC VPX
- Virtualization (VMware)