Job Summary :

- Hold an active AWS Solutions Architect certification and have hands-on experience supporting or operating AWS-based environments.

- Are an experienced IT support lead, or a professional ready to take on team leadership responsibilities.

- Can lead day-to-day IT operations, ensuring SLA adherence, process compliance, and high-quality service delivery.

- Excel at coaching, mentoring, and guiding junior team members (Associate Engineer, Engineer, Senior Engineer).

- Have strong expertise across Windows, Linux, networking, cloud, and IT security with the ability to manage L1/L2/L3 escalations.

- Enjoy partnering with DevOps, HR, Security, and PMO for cross-functional initiatives.

- Are ready to take ownership of IT support improvement, governance, reporting, and stakeholder communication.

Job Location : Hyderabad Onsite (WFO)

Notice Period : Immediate Joiner

Key Responsibilities :

Team Leadership & Operational Management :

- Supervise and mentor IT Support Engineers and Juniors, drive accountability, and guide skill development.

- Assign, review, and approve daily tickets, ensuring timely updates and SLA compliance.

- Conduct daily/weekly stand-ups to review incident load, priorities, escalations, and resource allocation.

- Oversee onboarding/offboarding processes, access provisioning, asset allocation, and compliance checks.

Technical Escalation & Problem Management :

- Act as the escalation point for complex technical issues across Windows, Linux, network, cloud, and security domains.

- Perform advanced troubleshooting and coordinate with DevOps/Infra/Security teams for severity-1 or high-impact incidents.

- Lead root-cause analysis (RCA), document preventive actions, and ensure closure on recurring issues.

Team Leadership & Operational Management :

- Supervise and mentor IT Support Engineers and Juniors, drive accountability, and guide skill development.

- Assign, review, and approve daily tickets, ensuring timely updates and SLA compliance.

- Conduct daily/weekly stand-ups to review incident load, priorities, escalations, and resource allocation.

- Oversee onboarding/offboarding processes, access provisioning, asset allocation, and compliance checks.

Stakeholder Management :

- Collaborate with HR, Admin, PMO, DevOps, Security, and other business units on IT dependencies.

- Communicate updates proactively on high-impact incidents, changes, and upcoming maintenance.

- Act as the primary point of contact for management regarding IT operations status, escalations, and risks.

Infrastructure & Project Support :

- Provide operational oversight and technical guidance for AWS-based infrastructure supporting OmnifiCX client onboarding and growth.

- Support planning and execution of infrastructure upgrades, cloud migrations, endpoint rollout, and new tool deployments.

- Coordinate technical implementation with DevOps and security teams.

- Lead IT initiatives such as asset audits, compliance reviews, license tracking, and vulnerability remediation.

Team Development & Mentoring :

- Provide technical guidance, review complex work, and mentor junior members.

- Support skill development and certification planning for the team.

- Conduct performance inputs for appraisals and support workforce planning for shifts and capacity.

Escalation & Problem Management :

- Act as the escalation point for complex technical issues across Windows, Linux, network, AWS cloud, and security domains.

Experience and Skills :

Technical Skills :

- Strong hands-on experience with AWS cloud environments, including EC2, VPC, IAM, security groups, monitoring (CloudWatch), backups, and cost-aware operations; Azure exposure is an added advantage.

- Deep expertise in Windows & Linux administration, configuration, performance tuning, and advanced troubleshooting.

- Strong networking knowledge including VLANs, routing, firewall rules, DNS, DHCP, VPNs, and connectivity analysis.

- Solid understanding of security controls-endpoint protection, patching, access governance, compliance.

- Experience with server administration, virtual infrastructure (VMware/Hyper-V), backups, DR.

- Proficient with monitoring tools, asset management systems, identity management solutions, and ticketing platforms.

- Ability to design/update SOPs, knowledge base articles, and technical runbooks.

Communication and Behavioral Skills :

- Strong leadership capability with the ability to influence, guide, and manage a team.

- Excellent communication skills for interacting with users, stakeholders, and management.

- Strong decision-making capability under pressure, especially during critical incidents.

- High accountability, ownership mindset, and ability to drive operational excellence.

- Strong customer service orientation with consistent, professional user engagement.

- Ability to manage conflict, coordinate escalations, and maintain positive team dynamics.

Preferred Skills :

- Automation : PowerShell, Bash, Python for system automation.

- Virtualization & Cloud : Strong exposure to VMware, Hyper-V, AWS, Azure.

- ITIL/ITSM : Experience enforcing ITIL processes, RCA documentation, and service governance.

- Monitoring Tools : Experience with tools like Zabbix, Nagios, Grafana, CloudWatch.

- Backup & DR : Enterprise-grade backup solutions, snapshot management, restoration workflows.

- Project Management : Ability to plan and drive small-to-medium technical projects.

- Vendor Management : Experience coordinating with external vendors for hardware/software issues.

Minimum Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 7 to 10 years of progressive experience in IT support, system administration, or IT operations.

- Minimum 2+ years of mentoring or guiding a technical team.

- Proven experience in managing L2/L3 escalations and high-severity incidents.

- Strong understanding of Microsoft 365, identity management, endpoint security, and enterprise IT tools.

Mandatory Certification : AWS Solutions Architect - Associate or Professional (MANDATORY)

Preferred Certifications :

- ITIL Foundation (highly preferred)

- Microsoft MD-100/MD-101 / Azure Fundamentals (AZ-900)

- Additional AWS certifications (SysOps, Advanced Networking) are an added advantage.

- CompTIA Security+ or Network+

- Linux+/RHCSA (optional)

- Excellent communication, problem-solving, and team leadership skills.