IT Team Lead

As a leading content provider to the iGaming and Betting Industry, Arrise Solutions (India) Pvt. Ltd. aims to offer an innovative, regulated, and mobile-focused multi-product portfolio. The company is dedicated to creating engaging experiences for customers worldwide across various products such as slots, live casino, sports betting, virtual sports, and bingo. With a focus on crafting immersive experiences and responsible entertainment, the professional team at Arrise Solutions consistently delivers top-notch services to create games that players adore. Key Responsibilities: - Technical & Operational Oversight: - Serve as the L3 escalation point for end-user support and infrastructure issues. - Monitor and manage issues related to End-User Devices & Applications (Windows, Mac, Linux, M365, Intune, Defender), Global Network Infrastructure (Firewalls, Switches, VPN, Wi-Fi), Azure, AD, Entra, Servers & Monitoring Tools (Zabbix, Sentinel, PRTG, NetFlow, SIEM). - Ensure critical incidents and alerts are triaged, escalated, and resolved within SLA. - Supervise the ticket lifecycle in tools like JIRA, ensuring proper documentation and closure. - Shift Management: - Lead the night/weekend operations team for smooth shift execution. - Coordinate shift handovers with clear status updates and pending actions. - Track and manage staff availability, including leave planning and replacements. - Drive knowledge transfers, team mentoring, and technical upskilling. - Reporting & Analysis: - Generate and analyze shift-wise operational reports (tickets, alerts, trends). - Identify recurring issues and suggest preventive measures or process improvements. - Contribute to continual service improvement initiatives. - People & Performance Management: - Supervise the performance of L2 support and infrastructure engineers. - Conduct regular 1:1s, feedback sessions, and collaborate with senior management on team KPIs. - Enforce team discipline, shift compliance, and professional standards. Required Skills & Experience: - 5+ years of hands-on technical experience in end-user support and IT infrastructure management at L3 level. - Minimum 2 years in a team lead or escalation role in a 24x7 environment. - Deep understanding of M365, Intune, Defender, Windows, MacOS, Linux, Networking (Firewalls, VPN, Switches, Wi-Fi), Azure, AD, Entra ID, cloud infrastructure. - Proficiency in monitoring & troubleshooting tools: Zabbix, PRTG, Sentinel, NetFlow, SIEM. - Strong working knowledge of JIRA, Confluence, TeamViewer. - Exceptional problem-solving, triaging, and escalation handling capabilities. - Experience working in a globally distributed support environment, preferably with a European user base. - Fluent communication with a neutral and clear English accent is mandatory. - Excellent reporting, documentation, and presentation skills. - Microsoft Certified: Azure Administrator / Modern Desktop Administrator. - ITIL Foundation or higher certification.,