Technical Support Manager

Job Description

Technical Skills Required: Mandatory: • Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analysing, Prior experience in working with Wireshark, Nmap, http analyser, Debug view etc. • Knowledge in VAPT analysis & Security • knowledge about security software such as DLP, firewalls (End point security are add on) Product and Application Support a) Good experience in product and application support with sound knowledge of networking and IT Infrastructure b) Must have worked on supporting any enterprise security applications like zero trust, Identity Management solution, Multifactor Authentication Solution c) Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc. d) Should have worked with any reverse proxy solutions e) Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc. f) OWASP Application Security Guidelines g) How typically big enterprise support product installation and upgrades are managed and how the patch management is done h) Knowledge of Power-shell scripting, Linux shell scripting, and Python Infra Support a) Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies, Remote Desktop services, IIS, FSMO roles. b) Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable c) Work experience in Client-side operating systems - Windows 7,8,10 are must d) Very good Working knowledge in Linux & Mac operating systems Support Management and Tools knowledge a) Good knowledge of L1 and L2 Ticket tracking tools b) Good Knowledge of Service level management tools c) Should be able to manage escalations and the agreed and provided SLA for various clients d) Should be able to provide reports for any escalations, Root cause Analysis (RCA) , Productivity reports e) Must make sure escalations are managed at root level and there is zero repeat escalations f) Excellent knowledge on Server Operating systems (Win 2016/19/22, Linux flavors) g) Proficient in Networking - DNS, DHCP, basic routing concepts, network monitoring commands & tools, h) Good knowledge in IT Infrastructure & Security concepts -Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS etc i) Good knowledge in Azure Cloud, conceptual understanding in Desktop as service, working experience in Azure Virtual Desktop / equivalent products Role and Responsibilities: • To provide solutions, not workarounds • Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required • Make sure Support deliveries are under SLAs • Provide Solution documents, KB articles & RCAs and make sure team members are following the process • Proactively involve in escalations and make sure customer commitments are met • Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution • Good with Statistical data, analyze priorities and involve in the product improvement discussions • work as a leader of special or Ongoing requirements • Use appropriate judgement during critical environments. • Reproduce customer issues and if required, analyse the root cause; Check and verify any viable solutions available other than development – such as creating scripts, simple solutions etc.