Job Description & Scope
Job description PURPOSE OF ROLE This role is responsible for ensuring efficient and reliable IT service delivery through effective resource alignment, ticket management, and operational oversight. This includes collaborating closely with L1, L2, and L3 support teams to manage incidents, problems, and changes in line with ITIL best practices. Acting as a key point of contact for internal teams, clients, and stakeholders, the Technical Lead drives clear communication, timely escalation handling, and high service availability and quality. The role also includes performance management, mentoring, and delivering actionable insights through regular business reviews and reporting to senior management. Flexible to manage after hours escalation and lead the team most effective and efficient manner. ROLE RESPONSIBILITIES In your role you will be responsible for the team supporting mix of below technologies in 24x7 Managed Services support capacity: Maintaining/contributing to KMS for client and internal team, for both technical & processes Server monitoring using SCOM, N-ABLE, Logic Monitor, Basic Intune / SCCM configurations Understanding of O365, Mimecast, Intune, Azure integration Manage security settings on Microsoft ATP Knowledge of endpoint security at CSP level for Sophos, SentinelOne, CrowdStrike etc. Ability to perform initial investigation on security breach alerts Vendor Management (hardware and Software vendors HP, Dell, MS, VM, Citrix and others) Storage understanding NAS, SAN e.g., data domain, IBM, Netapp, Hitachi, Fujitsu, HP 3par Administration of Windows Server, groups, group policies, DNS, DHCP Understanding of backups, replications for Veeam, Symantec, Zetro, Commvault On premises backup alert management, monitoring and restoration Execution of maintenance tasks, App upgrades, patch escalations etc. Monitor, Investigate and escalate issues in timely manner as per escalation Matrix Ability to manage technical escalations from client/end user/internal team Migration of VM’s from on premise to cloud Basic understanding of SQL, maintenance plan, backup Understanding of certificate management on appliance, servers, websites SSL certificate renewal and installation on various roles (IIS, ADFS, ADC-Netscaler, Apache, SQL Reporting Services, WAS, Load Balancers) Smooth and timely customer engagement Disk, CPU, Snapshot management provisioning Monitor, manage experience with ESXI/Hyper-V hosts, Nutanix, Dell, HP SimpliVity Manage understand Failover Cluster, NLB Citrix/RDS/WVD knowledge with application publishing, upgrading, managing securely Manage windows update compliance. Antivirus Management, Sophos, Defender. Routine firmware upgrades of Physical Servers. Capacity planning and management Patching ESXi hosts and vCenter updates Basic know how of linux Availability during critical outages impacting multiple functions Maintain the performance level and upkeep virtual, physical infrastructure Working within the team to develop processes to enable Automation, Orchestration, and enhance existing services Knowledge of vulnerability management and critical remediation Change management, performing RCA and able to clearly articulate the actions/outcomes KEY COMPETENCIES To succeed in this role, you will have the following experience and competencies. Desired Experience: Experience in Windows Server Administration / System Administration / Wintel Administration / Hyper V Administration / IT Technical Support role/ for international clients, preferably in MS IT provider / IT Companies/Experience in leading technical • Knowledge of as many more technologies like VMware, Windows Hypervisors, Azure Administrations, O365, Mimecast, SQL Administration, Windows Administration. • Must have secondary and tertiary technical skills. • Good to have experience in VM Deployment, VM Migration, managing host clusters • Extremely high-level attention to detail with methodical troubleshooting process • Independent time management skills • Good verbal and written communication skills • Good to have understanding of Storage
