IT Team Lead

As a leading content provider to the iGaming and Betting Industry, you strive to create engaging experiences for customers globally. Your team at Arrise Solutions (India) Pvt. Ltd. is dedicated to delivering best-in-class services and crafting games that players love. Key Responsibilities: - Act as L3 escalation point for end-user support and infrastructure issues such as End-User Devices & Applications, Global Network Infrastructure, and Servers & Monitoring Tools. - Ensure critical incidents and alerts are resolved within SLA and oversee ticket lifecycle in tools like JIRA. - Lead the night/weekend operations team, coordinate shift handovers, track staff availability, and drive knowledge transfers. - Generate and analyze operational reports, identify recurring issues, and contribute to service improvement initiatives. - Supervise the performance of L2 support and infrastructure engineers, conduct regular feedback sessions, and enforce team discipline and professional standards. Required Skills & Experience: - 5+ years of technical experience in end-user support and IT infrastructure management at L3 level. - At least 2 years in a team lead or escalation role in a 24x7 environment. - Deep understanding of M365, Intune, Defender, Windows, MacOS, Linux, Networking, Azure, AD, and cloud infrastructure. - Proficiency in monitoring & troubleshooting tools like Zabbix, PRTG, Sentinel, NetFlow, SIEM. - Strong knowledge of JIRA, Confluence, TeamViewer, and Microsoft certifications like Azure Administrator / Modern Desktop Administrator. - Experience working in a globally distributed support environment with excellent communication skills and ITIL Foundation certification. Your dedication to creating immersive experiences and ensuring smooth operations makes you a valuable asset to Arrise Solutions (India) Pvt. Ltd.,