Job Description

• Must have minimum 10 Years working experience as Technical Support Manager
• Must have detailed understanding of Managed Services Business Model
• Must have experience in Managing environment like Linux, AIX, Middleware,Storage & Backup Admin etc roles
• Must have expertise to perform Disaster Recovery Design Planning, HA Design Planning
• Must have expertise in to manage technical staff and Infra Hardware and Software equipment’s related to Cloud, Virtualization, Server, Network, Security, Databases etc.
• Must have effective abilities to maintain strong relation CIO, Vendors, Security and Other Support Teams
• Must have expertise handling technical escalation, technical analysis, Risk Management, Issue Management
• Must have expertise to plan/review/approve and deploy system-wide changes to reduce interruptions and server downtime
• Must have expertise to plan/review/approve maintenance tasks to reduce interruptions and server crashes
• Must have expertise to resolve escalated issues, Major incidents, Priority activities with good problem solving abilities.
• Must have expertise to review error logs and user-reported errors and identify stable and reliable solutions
• Must have expertise to perform system capacity planning to reduce interruptions and server crashes
• Must have expertise to perform system backups and restoration according to company or industry standards
• Must have expertise to perform system security by noticing faults and vulnerabilities within the server’s architecture
• Must have expertise to conduct training and perform interviews to hire candidates of domain skills
• Must have expertise to analyze issues and good problem solving abilities to avoid repeated failures
• Must have knowledge on ITIL process like Incident Management, Change Management, Business Continuity Planning, Information Security process
• Must have good communication abilities to drive teams on effective problem management, Change Management
• Must have documentation capabilities to provide RCA, Tracking of Open Issues, Risk
• Must have documentation capabilities SOP, Knowledge Articles required in providing technical support and guidance to users
• Must have effective communication skills to present also discuss issues with Vendors and Customers.

Must have leadership skills to guide and drive the team to achieve goals as part project