Job Title

Role – Frontline L1 Support Technical LeadExperience – 10 years – 13 yearsLocation – ChennaiShift – 5.30 PM – 2:30 AMWork Mode: Hybrid (3 days)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 projectsKey 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 projectsMandatory Skills:- Experience: 10-13 years in IT Support with a significant portion 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).Qualifications:- Bachelor’s 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.