Infra Team Leader

At Innover, we endeavor to see our clients become connected, insight-driven businesses. Our integrated Digital Experiences, Data & Insights and Digital Operations studios help clients embrace digital transformation and drive unique outstanding experiences that apply to the entire customer lifecycle. Our connected studios work in tandem to reimagine the convergence of innovation, technology, people, and business agility to deliver impressive returns on investments. We help organizations capitalize on current trends and game-changing technologies molding them into future-ready enterprises.

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Job Description: Infra Support Team Lead

Position: Infrastructure Support Team Lead Location: Kolkatta

Role Overview: The Infrastructure Support Team Lead will be responsible for managing a team that troubleshoots and resolves complex issues involving servers, networks, DIMMs, and related hardware components. This role requires overseeing incident and problem management, identifying failed parts, coordinating dispatch and replacement logistics, and managing field engineer assignments. The ideal candidate has hands-on experience in enterprise infrastructure support and a proven record of managing technical support teams.

Key Responsibilities:

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  Lead, coach, and manage an infra support team handling troubleshooting of servers, networks, DIMMs, and data center hardware
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  Oversee incident detection, root cause analysis, and identification of faulty components.
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  Coordinate part replacement logistics and tracking, including communication with vendors and supply chain teams.
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  Assign and brief field engineers; manage field dispatch for on-site support as needed.
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  Ensure timelines (SLAs) are met for customer ticket resolution and escalation management.
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  Maintain accurate records of incidents, actions taken, and parts deployed.
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  Monitor team performance, provide feedback, and facilitate technical and professional development.
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  Liaise with other IT, application, and support teams for issue resolution.
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  Prepare regular reports and maintain documentation of system health, part failures, and field activities.
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  Collaborate with management to improve processes, support tools, and escalation protocols.

Required Skills & Experience:

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  Minimum 5 years of experience in IT infrastructure support (hardware, networks, server platforms) with at least 2 years in a team lead or supervisory role
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  Strong troubleshooting background with enterprise servers (HPE, Dell, Lenovo, etc.), network devices (Cisco, Juniper, etc.), and memory components (DIMMs, drives, etc.).
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  Proven ability in carrying out RCA, identifying failed hardware, and managing ticket queues.
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  Experience coordinating field engineers and logistics of replacement parts.
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  Excellent interpersonal, leadership, and communication skills.
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  Experience working with ticketing and monitoring tools.
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  Degree in Computer Science, Information Technology, or a related field.
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  ITIL certification or equivalent is a plus.

Soft Skills:

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  Strong problem-solving and decision-making ability.
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  Organizational and time management skills.
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  Customer-oriented mindset with a sense of urgency.
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  Ability to work under pressure and manage multiple escalations.