Position : Permanent

Role : Frontline L1 Support Technical Lead

Experience : 10 13 years

Shift : 5.30pm 2:30am

Work Mode : Hybrid (3 days)

Key Skills : IIS, Monitoring, Datadog, Power Automates (Power Script), AWS/Azure, ServiceNow, ITIL, 24/7 and 24/5 Application/Production Support, Incident

About the Company :

Movate, formerly called CSS CORP, is a new age services company that harnesses the power of digital technologies to reimagine customer engagements. We enable businesses to anticipate and face disruptions effectively through our digital, technology and support services.

We are a global customer experience and technology consulting services provider and a digital transformation partner of choice for its clients, which include the worlds top innovators across industries, from mid-market players to large enterprises.

We have a diverse team of over 11,500 customer-centric thinkers, collaborators, and co-creators across 20 global locations.

Job Summary :

The Frontline L1 Support Technical Lead will be responsible for leading a team of L1 support engineers, providing technical guidance, and ensuring efficient resolution of critical incidents and service requests. This role requires a blend of strong technical expertise in cloud platforms, automation, and monitoring tools, coupled with proven leadership and communication skills to drive operational excellence in a fast-paced environment. Proven experience in ITIL process implementation and experience in handling 24X7 and 24X5 support projects.

Key Responsibilities :

- Lead, mentor, and technically guide a team of L1 Support Engineers.

- Oversee the resolution of L1 technical issues, ensuring timely and effective solutions.

- Act as an escalation point for complex technical problems, providing expert guidance and hands-on support when needed.

- Develop and implement automation solutions using PowerShell scripting and Power Automate to streamline support processes.

- Monitor system performance and proactively identify potential issues using Datadog and other monitoring tools.

- Manage and troubleshoot applications hosted on IIS and within Azure and AWS environments.

- Collaborate with development and operations teams to resolve recurring issues and improve system stability.

- Utilize Copilot to enhance problem-solving, documentation, and knowledge sharing within the team.

- Ensure adherence to ITIL best practices for incident, problem, and change management.

- Contribute to the creation and maintenance of comprehensive knowledge base articles and documentation.

- Proven experience of handling ITIL projects for 24X7 and 24X5 projects for at least 8+ yrs for global level projects.

Mandatory Skills :

- Experience: 10-13 years in IT Support with a significant contribution in a technical lead or senior role.

- Proven experience of handling ITIL projects for 24X7 and 24X5 projects for at least 8+ yrs.

- Cloud Platforms: In-depth knowledge and hands-on experience with Microsoft Azure and Amazon Web Service (AWS).

- Deployment Tools: Proficiency in Octopus Deployment for application deployments.

- Web Servers: Strong experience with Internet Information Services (IIS) administration and troubleshooting.

- Monitoring Tools: Hands-on experience with Datadog for monitoring and alerting.

- Scripting & Automation: Advanced PowerShell scripting for automation and system administration.

- Process Automation: Experience with Microsoft Power Automate for workflow automation.

- AI Tools: Familiarity and practical experience with Microsoft Copilot for productivity and problem-solving.

- Leadership: Proven ability to lead, mentor, and motivate a technical support team.

- Troubleshooting: Excellent analytical and problem-solving skills for diagnosing and resolving complex technical issues.

- Ability to work effectively in a high-pressure environment and manage multiple priorities simultaneously.

- Communication: Strong verbal and written communication skills.

- Experience in working with the client Director level stakeholders directly.

- ITIL Foundation Certification.

- Adoptability to learn any new technologies like Salesforce at L1, L2 support.

- Experience in a DevOps environment.

Optional Skills :

- Experience with other monitoring tools (e.g., Splunk, Prometheus).

- Knowledge of other scripting languages (e.g., Python).

- Experience with containerization technologies (e.g., Docker, Kubernetes).

Pay range and compensation package :

- Competitive salary based on experience and qualifications.

Equal Opportunity Statement :

- We are an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

- We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.

Qualifications:

- Bachelors degree in computer science, Information Technology, or a related field.

- 12+ years of experience in IT support, with a significant portion in a lead or senior technical role.

- Proven leadership abilities, with experience in mentoring and developing technical teams.

- Exceptional communication and interpersonal skills, capable of effectively interacting with technical and non-technical stakeholders.