Technical Lead - Managed Services

SourceFuse Technologies hiring Technical Lead-Managed Services with 6-10 years of experience

Job Overview:

●The Technical Lead – Managed Services is the senior-most technical authority within the Managed Services team. This role is responsible for guiding L1/L2/L3 engineers, driving automation-first initiatives, ensuring technical excellence across operations, and acting as the go-to escalation point for complex issues.

●The Technical Lead works closely with the Managed Services Manager but focuses exclusively on technical leadership, engineering enablement, automation, root cause analysis, and cloud operational maturity.

Key Responsibilities:

Technical Leadership & Mentorship:

-Serve as the primary technical point of contact and mentor for L1, L2, and L3 engineers across AWS, Linux, Windows and network domains.

-Conduct technical performance evaluations in partnership with the Managed Services Manager.

-Provide regular coaching, pair troubleshooting, and capability uplift sessions for the engineering team.

-Review technical quality of deliverables: runbooks, scripts, KB articles, and architecture diagrams.

● Cloud Operations & Technical Execution:

-Provide hands-on troubleshooting, deep-dive analysis, and technical escalation support across AWS infrastructure.

-Lead RCA (Root Cause Analysis) Summary and problem management efforts — ensuring accuracy, clarity, and actionable insights.

-Own the creation and maintenance of technical knowledge bases, runbooks, reusable automation, and ops guidelines.

-Participate in on-call rotations to support major or high-severity incidents.

-Participate in on-call rotations to support major or high-severity incidents.

● Automation & Service Improvement (Top Priority):

-Drive the transition to next-gen Managed Services, emphasizing automation-first operations.

Identify recurring issues and build automation pipelines using cloud-native and DevOps tooling.

-Recommend and implement improvements in monitoring, alerting, and operational workflows.

-Practice DevOps principles to standardize CI/CD, IaC, and cloud operations for managed accounts.

● Customer Interaction:

-Act as the technical SME during customer escalations, operational reviews, and ad-hoc deep-dive technical discussions.

-Provide consultative guidance to customers on stability, performance optimisation, automation, and cloud best practices.

Required Skills & Experience:

●6–10 years of experience in Cloud & Infra support roles, with at least 1+ years in a senior/lead technical role.

● Strong hands-on technical depth in:

- AWS Cloud (core services, networking, security, automation)

-Linux & Windows administration

-Networking fundamentals (routing, VPN, DNS, load balancing)

● Experience working in 24x7 production support environments with incident, problem, and change management processes.

● Strong understanding of ITSM practices and monitoring tools such as Datadog, CloudWatch, Prometheus, Grafana, etc.

● Ability to build scripts/automations (Python, Bash, PowerShell, Lambda, Terraform, etc.).

● Excellent communication skills and ability to break down complex technical problems for both engineers and customers.

Certifications:

● AWS Associate Certification – Required (Solutions Architect / SysOps / Developer).

● AWS Professional Certification – Required (SA Pro or DevOps Pro).

● ITIL Foundation – Preferred but not mandatory.

● Good-to-have:

-Familiarity with ITIL Problem Management

-Change Management

-INC Management

-Cloud Cost Optimization

-Ownership of Reliability & Operational SLA

● This role is purely technical with no operational management responsibilities such as staffing or scheduling ownership

● The Technical Lead supports only:

-Technical performance evaluations

-Technical escalations

-Technical QA and coaching