Responsibilities: ● Lead and mentor a group of System Support Engineers. ● Ensure the team's adherence to documented procedures, quality standards, and SLAs for managed systems. ● Coordinate daily operational tasks, including ticket assignments and workload distribution for system support. ● Act as a senior technical resource and escalation point for the nearshore team regarding system-level issues. ● Assist the ScaleSec Sr. TAM with operational reporting, performance analysis, and service improvement initiatives for managed systems. ● Foster a collaborative and high-performing team environment. ● Operate during US business hours to align with Customer support needs for its systems. Job Activities: ● Perform hands-on advanced technical troubleshooting and resolution for complex incidents related to managed systems such as SQL database systems, Apache Tomcat systems, IIS systems, Tivoli LDAP systems, AWS OS (Linux/Windows), AWS Networking, and Cloud Data Backup systems. ● Oversee and participate in change management activities for managed systems, including patching and upgrades. ● Review and approve technical documentation and knowledge base articles related to system support created by the team. ● Monitor team performance and provide regular feedback and coaching. ● Participate in incident reviews and contribute to problem management for system-related issues. ● Collaborate with the Alternate Team Lead to ensure consistent team coverage and leadership for system support. ● Generate and contribute to operational reports for the Sr. TAM concerning managed system performance. Required Education: ● Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent professional experience. Required Qualifications and Experience: ● Typically 2+ years of hands-on experience in IT system support, infrastructure management, or a similar technical role. ● Proven experience in a technical lead or senior engineer capacity, guiding or mentoring other engineers in system support. ● Strong technical proficiency in several of the core technologies and systems managed under this SOW: ○ Database system administration and support (e.g., SQL Server). ○ Application server system support (e.g., Apache Tomcat, IIS). ○ Web server system management. ○ LDAP system services (e.g., Tivoli). ○ AWS cloud infrastructure (EC2, VPC, S3, AWS Backup, Linux and Windows OS management). ● Excellent problem-solving, analytical, and critical thinking skills for system-level issues. ● Strong communication and interpersonal skills, with the ability to explain technical system issues clearly. ● Experience with IT service management tools for ticketing and monitoring of systems. Job Type: Full-time Pay: From ₹500,000.00 per year Shift: Night shift Work Days: Monday to Friday Work Location: In person