About ATECH Cloud (Cloudzen 365) Atech is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365. Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas: Azure infrastructure managed service Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop Managed Security and SOC with Microsoft Defender, Sentinel Company website link: https://atech.cloud/ Role Scope Job Title: Service Desk Engineer (Backups) Dept: Operations Team: Service Delivery / Support Manager: Technical SD Team Leader (India) Location India, Ahmedabad offices Operational Window & Shift Pattern: Mon Fri UK Business Hours Role Purpose: The Backup Engineer / Service Desk Technician plays a key role in delivering high-quality managed services to our customers. Operating within a Cloud Service Provider (CSP) / Managed Service Provider (MSP) environment, this role combines technical expertise in backup and recovery solutions with front-line service desk support skills. The position is responsible for monitoring, managing, and supporting customer backup environments (BaaS / DRaaS), resolving incidents and service requests, and ensuring data protection SLAs are consistently met. For Management Roles: Span of Control & Team Location: Commercial/Budget Accountability: Not applicable Key Responsibilities: Key Responsibilities Perform daily backup integrity checks to ensure successful job completion and data recoverability. Troubleshoot backup failures, missed jobs, and performance issues across customer environments. Monitor and maintain (training will be provided) enterprise backup solutions including: Avamar Asigra Cohesity Zerto Manage, triage, and resolve service desk tickets related to backup and DRaaS/BaaS services within agreed SLAs. Execute and document restore requests, test recoveries, and regular DR exercises. Participate in the onboarding of new customers, including initial backup configuration, testing, and reporting setup. Maintain and improve support documents (wiki knowledge base) and standard operating procedures (SOPs) and documentation. Collaborate with internal teams (e.g., Cloud, Security, Service Desk) to deliver a seamless customer experience. Escalate complex issues to vendors or senior engineers when necessary. Ensure compliance with data protection policies and regulatory requirements. Monitoring/Triage: Investigate and respond to auto generated (system alert) and customer facing tickets, using agreed processes to identify the most appropriate solution, escalating to colleagues as required Monitor progress of vendor cases, ensuring that activities and support replies are actioned Service and Change Requests: Carry out routine tasks, maintenance and implement basic changes on a variety of back-up and cloud technologies. Investigate and respond to technical issues, using agreed processes to identify the most appropriate solution. Communication and Engagement: Monitor relevant teams channels and service desk queues, responding to and actioning as required People Interactions: Provide regular updates to customers on the progress and status of their query using ticket systems. Liaise with external 3rd party suppliers to identify solutions to customer queries. Participate in Teams groups with colleagues from the below departments / brands, providing input to assist with resolving customer queries. Communicating with internal stakeholders from a variety of departments / brands to obtain and share information relating to customer networks. Key Behaviours: 2+ years of hands-on experience in backup/recovery roles within an MSP, CSP, or enterprise IT environment. Strong technical experience with backup technologies. Familairty with the following technolgoies would be advantageous but not required: Cohesity Zerto Asigra Commvault Familiarity with backup/recovery concepts including deduplication, replication, retention policies, and RTO/RPO. Solid understanding of Windows and Linux server environments. Experience working with virtualized environments (e.g., VMware, Hyper-V). Strong troubleshooting and diagnostic skills. Experience using ITSM/ticketing tools (e.g., ServiceNow, ConnectWise). Excellent documentation and communication skills. Strong customer service mindset and ability to work independently and in a team. Time management skills, with the ability to multitask Written and verbal communication skills Ability to translate technical information into straightforward language Desirable Skills Experience with on-premise, hybrid and cloud platforms and cloud-native backup solutions. Scripting skills (e.g., PowerShell, Bash, Python) for automation tasks. Certifications in backup technologies or relevant platforms (e.g., Dell EMC, Zerto Certified, etc.). Exposure to data compliance standards (e.g., GDPR, ISO 27001). Atech Benefits: 24 days leave plus 8 festival holidays Food Provided Provident Fund Exam fee and training funding Healthcare Scheme. Enhanced maternity & paternity leave Employee Assistance Programme Employee Wellbeing policy Mobile reimbursement policy Employee Referral Scheme Individual Training & Development Plans. Eligibility Criteria: Atech is committed to fostering an inclusive and diverse workplace.
About ATECH Cloud (Cloudzen 365) Atech is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365. Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas: Azure infrastructure managed service Modern Workplace: Office 365, Microsoft365, and Azure Virtual Desktop Managed Security and SOC with Microsoft Defender, Sentinel Company website link: https://atech.cloud/ Role Scope Job Title : Technical Service Desk Team Leader (India) Dept : Operations Team : Service Delivery / Support Manager: Service Delivery Team Leader (UK) Location : India, Ahmedabad offices Operational Window & Shift Pattern : Mon-Fri UK Business hours + on call availability to cover escalations in the event of emergencies. Role Purpose : To lead, motivate, monitor and report performance for a team of India-based technical staff across multiple teams, initially Nightshift and Backup teams. Providing guiding and technical escalation where required and ensuring full support for the team, interacting with our UK teams for additional support where required. For Management Roles : Span of Control & Team Location : Responsible for 6-10 roles immediately, with the opportunity to expand significantly over the next 12 months. Commercial/Budget Accountability : None applicable Key Responsibilities: > Team Leadership & Oversight Lead, mentor, and support the nightshift incident management and backup teams based in India. Provide technical guidance, prioritisation, and escalation support during incidents. Foster a culture of accountability, collaboration, and continuous improvement. > Incident & Operations Management Oversee timely response, triage, and resolution of incidents across datacenter and public cloud environments. Ensure adherence to incident management processes, SLAs, and escalation protocols. Act as the senior escalation point during critical and high-severity incidents. > Backup & Recovery Operations Manage the day-to-day operation of backup services teams, ensuring systems are monitored and corrected, and customer queries and service requests handled efficiently. Drive continual improvement in backup success rates, restores, and testing. Work closely with platform teams to resolve recurring or complex backup issues. > Customer & Stakeholder Communication Ensure clear, timely, and professional communication with internal stakeholders and customers during incidents. Produce incident and problem reports, identifying root causes and preventative actions. > Process, Quality & Compliance Ensure team processes align with ITIL practices and company standards. Monitor KPIs, SLAs, and operational metrics for incident and backup functions. Ensure compliance with security, governance, and audit requirements. > Continuous Improvement & Innovation Identify trends, recurring issues, and service gaps; recommend and implement improvements. Drive automation, tooling, and process enhancements to improve efficiency. Collaborate with global teams to standardise practices across regions. > People Development & Resource Management Conduct regular 1:1s, feedback sessions, and performance reviews. Support skill development and cross-training across incident and backup functions. Plan and allocate resources effectively, ensuring nightshift and backup coverage. Ensure continual engagement with UK-based teams to anticipate and expand the India resources where required, ahead of requirement. People Interactions: > Daily communication with immediate team, communicating daily activities and key priorities > Regular communication with members of the management team to monitor progress and address any challenges. > Line management of team, including providing regular informal feedback on performance, and formalised 1:1s. > Point of escalation for complex customer queries and complaints. > Liaise with colleagues from other teams / departments to ensure completion of tasks. Knowledge & Skills: > Technical Knowledge This is a technical role, 70% technical, 30% people management Expertise in backup technologies (e.g., Veeam, Commvault, NetBackup, Rubrik, or equivalent). Understanding of disaster recovery principles, RTO/RPO objectives, and restoration processes. Familiarity with security best practices and compliance standards relevant to MSP operations. Knowledge of monitoring and alerting tools (e.g., Nagios, Zabbix, SolarWinds, CloudWatch). Competence in scripting/automation (PowerShell, Python, Bash, or Ansible) to drive efficiency. Understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls, VPNs). Familiarity with virtualisation (VMware, Hyper-V, KVM) > Leadership & Management Skills Ability to lead local/remote teams, particularly in a 24x7 support model. Strong decision-making skills under pressure, especially during high-severity incidents. Excellent mentoring and coaching abilities to build technical and professional skills in the team. Effective resource and shift management, ensuring coverage and workload balance. Experience in driving performance through KPIs/metrics and continuous improvement. > Communication & Collaboration Strong verbal and written communication skills, especially in incident/customer updates. Ability to communicate technical issues clearly to both technical and non-technical stakeholders. Skilled in collaborating across global teams and multiple time zones. Conflict resolution and stakeholder management skills. > Problem-Solving & Analytical Skills Ability to quickly assess complex technical problems and guide resolution. Strong root cause analysis and problem-management capabilities. A mindset for proactive risk identification and mitigation. > Personal Attributes Resilient and adaptable, able to remain calm under pressure. Customer-focused with a service excellence mindset. Proactive, with a drive for innovation and improvement. Flexible and reliable in supporting a 24x7 environment. Atech Benefits: 24 days leave plus 8 festival holidays Food Provided Provident Fund Exam fee and training funding Healthcare Scheme. Enhanced maternity & paternity leave Employee Assistance Programme Employee Wellbeing policy Mobile reimbursement policy Employee Referral Scheme Individual Training & Development Plans. Eligibility Criteria: Atech is committed to fostering an inclusive and diverse workplace.
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