Technical Support Manager

Purpose

Note: Work location - Customer site near Delhi IGI Airport

Main Responsibilities

• Ensure customer satisfaction in maintenance and support
• Maintain IT components in the backend and related endpoints, including Hardware and Software
• Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2a Teams
• Commit to a resolution date, formalize action plan and implement workaround for fault rectification
• Perform root cause analysis of technical issues
• Communicate and interface with vendors and customers
• Generate reports and write documentation, e.g. maintenance guide, operation manual, test procedures and test reports
• May be required to stand in and perform 24/7 shift duty in case of resource shortage
• Other duties as assigned
  

Key Challenges

• Ability to work in a fast paced & dynamic environment, handling complex incidents with professionalism
• Conscious about service quality, with an appropriate sense of urgency in fulfilling customer requirements
• Possess strong troubleshooting skills and techniques
• Ability to manage daily support activities independently
• Ensure completion of operational requests within agreed Service Levels
  

Key Missions

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escalate them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Performs system upgrades at customer premises during post go live period (ramp up/grace period)
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Manages a team of Customer Success/Field Service Engineers
• Manages critical issues
• Manages the customer during critical situations and the communication exchanges with Customers
• Conducts standard and complex analysis within several domain
  

Profile & Other Information

Experience & background:

Education:

Technical Skills Required

• Enterprise scale Linux and Windows administration with strong troubleshooting skillset
• VMware ESXi and vCenter administration with strong troubleshooting skillset (Preferable with CLI knowledge) (7.0 and above)
• Kubernetes K8s
• TCP/IP Networking, Network/Security devices (e.g. Cisco Switch, Firewall, Fortinet)
• MSSQL, Oracle, and other database servers
• Monitoring systems (e.g. Centreon, Nagvis)
  

Familiarity with the following will be advantageous: -

• Management of SAN storage, NetApp storage and tape library
• Administration/Management of security tools, e.g. Antivirus, EDR, Windows Key Store, etc.
• Windows PowerShell, Unix Scripting