Shift Lead (Support & Operations)

The IT Service Engineer will co-ordinate to company IT team to understand infrastructure, ensure that it is aligned with business operation requirements to enable reliable Tools migration. The role includes IT infrastructure knowledge, Networking, Azure platform, good understanding of licensing and security and troubleshooting technical issues, support to other users, reporting progress, co-ordination with various stakeholders related to IT services.

• Coordinate with Organization IT Service team to assess infrastructure requirements, dependencies, and readiness for reliable tool migration.
• Understand business operational requirements and coordinate the IT infrastructure and services needed to support them during and after migration.
• Coordinate provisioning and configuration of servers, storage, network connectivity, user access, and Microsoft Azure resources with the responsible IT teams.
• Troubleshoot infrastructure, networking, Azure, access, and tool environment issues; escalate unresolved incidents and track them to closure.
• Support users before, during, and after migration; coordinate service requests and inform users about service interruptions.
• Work with tool owners and licensing teams to confirm software license needs, availability, activation, and transfers for migration.
• Work with IT and security teams to support security reviews, access approvals, patching, and secure setup checks.
• Keep infrastructure documents, service dependency details, troubleshooting records, and support instructions up to date for handover to operations.
• Update stakeholders on progress, risks, issues, and decisions needed; work with IT teams, tool owners, and vendors to complete agreed actions.
• Support change approvals and checks before and after migration to ensure IT services meet business needs.

• Required Qualifications and Skills

• Degree in IT, Computer Science, or Engineering, or equivalent practical experience.
• 3–5 years in IT support, infrastructure operations, or IT coordination, including tool migration support.
• Working knowledge of Windows, servers, virtualization, storage, Azure, networking, and user access management.
• Familiarity with ticketing and monitoring tools, incident handling, service requests, change approvals, and agreed service levels.
• Understanding of software licensing and IT security, including license activation, transfers, patching, and secure setup.
• Strong troubleshooting, user support, documentation, and communication skills, with the ability to understand business needs and coordinate IT teams and vendors.
• Linux, AWS, endpoint management, basic PowerShell or Python scripting, and relevant IT certifications are added advantages.