Solutions Support Lead Engineer

Job Summary

Solutions Support Lead Engineer

Key Responsibilities

1. Technical Leadership

• Lead and mentor L2/L3 support engineers, ensuring SLA compliance and high-quality resolution.
• Manage escalations requiring deep technical expertise.
• Collaborate with development, product, and IT teams for issue resolution and solution enhancements.
• Oversee incident management for critical issues, minimizing downtime and business disruption.

2. Solution Implementation & Support

• Lead successful deployment and customization of products and services for clients.
• Provide advanced troubleshooting for implementation and post-go-live issues.
• Maintain technical documentation: troubleshooting guides, knowledge base articles, and support playbooks.

3. Problem Resolution & Performance

• Conduct root cause analysis (RCA) for recurring issues and define preventive measures.
• Monitor systems to ensure optimal performance and availability.

4. Client & Stakeholder Communication

• Act as a point of contact for enterprise customers, managing technical expectations and updates.
• Bridge technical and non-technical teams to ensure aligned understanding.

5. Continuous Improvement

• Implement feedback loops from clients and internal teams to improve solutions and processes.
• Upskill support teams on new tools, technologies, and best practices.

6. Reporting & Metrics

• Track and report application performance metrics and incidents to senior management.
• Manage SLAs and optimize KPIs for uptime, resolution times, and customer satisfaction.

Technical Skills & Qualifications

Core Technical Skills

• Systems Integration:

  Integrating software, hardware, and networks using APIs, middleware, and orchestration tools.

• Cloud Platforms:

  Proficient in

  Microsoft Azure

  (storage, networking, security, deployment); exposure to AWS and GCP a plus.

• Containerization & Orchestration:

  Proficient in

  Azure Kubernetes Service (AKS)

  deployment, scaling, cluster configuration, monitoring, optimization; Helm chart deployments.

• Infrastructure as Code & Automation:

  Terraform, ARM/Bicep, Bash, PowerShell; Python (good to have).

• CI/CD Pipelines:

  Azure DevOps, GitHub Actions, or Jenkins for automated deployments.

• Databases:

  MySQL, MongoDB, SQL Server — installation, troubleshooting, tuning, query optimization.

• Application Management:

  Apache Tomcat (primary), IIS (good to have), managing on-prem and cloud applications.

• Monitoring & Observability:

  Azure Log Analytics; Prometheus/Grafana experience is a plus.

• Security:

  Data protection, encryption, IAM, MFA, and enterprise security best practices.

• Linux/Windows Administration:

  System administration, package management, and troubleshooting.

Tools & Technologies

• Service Management:

  Jira, Confluence, Freshdesk.

• Collaboration:

  Microsoft Teams, Slack.

• Reporting:

  Advanced Excel for performance and trend analysis.

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 10–13 years of experience in IT support, application management, or software development, including at least 1–2 years in a leadership role.
• Healthcare domain experience with compliance exposure (HIPAA, GDPR) is a plus.

Certifications

• Mandatory:

  Microsoft Azure Fundamentals (AZ-900).

• Preferred:

  Microsoft Azure Administrator (AZ-104), ITIL Foundation.