Technical Team Lead
Gurugram, Haryana
( Managed Services ) – MS Client /
Full Time /
On-site
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Tech Team Lead is responsible for the oversight and day-to-day supervision of the Technical Operations team. This role will focus on daily ticket coordination and delegation, monitoring and evaluating staff progress, assist with coaching and training of the administrators, working with engineering on technical support efficiencies and ensuring overall client satisfaction. The Team Lead will report directly to the Technical Operations Manager.
Responsibilities:
- Provides technical leadership to TechOps Administrators for a variety of complex infrastructure platform issues, not limited to:
- Manages ticket queues to ensure that tickets are delegated to available NOC team members and actively tracks ticket backlogs to ensure tickets are escalated if they cannot be resolved at the NOC level
- Collaborates with engineering to design and implement automation that will increase technical efficiencies
- Collaborates with customers and the MS onboarding engineer during new customer discovery and KT onboarding sessions
- May assist with incident ticket or service requests during high volume or HSA customer situations
- Write and improve workflows, scripts, runbooks, and product solutions
- Assist with hardware and software vendor evaluation and recommendations
- Mentor and cross train TechOps Administrators on existing technologies
- Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
- At least five years of engineer or senior infrastructure administration experience
- Proficient experience in multiple technologies, including any of the following:
- 5+ years of experience with operational administration of Network Infrastructure
- 4+ years working with monitoring platforms; LogicMonitor a bonus
- 3+ years of experience with operational administration of Cisco Infrastructure
- 3+ years of experience with operational administration of Palo Alto Infrastructure
- 3+ years of experience with operational administration of Fortinet Infrastructure
- 3+ years of experience with operational administration of NetScaler Infrastructure a bonus
Qualification:
- Background with enterprise Routing and Switching technologies
- Knowledge and experience with Layer 2 and Layer 3 protocols
- Experience with more than two enterprise LAN, SD-WAN and WAN topologies
- Strong background with operational administration of Network Management Systems
- Excellent leadership and mentoring skills
- High level problem-solving and communication skills
- Strong oral and written communications skills.
- Fortinet NSE4 certification.
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Professional (CCNP)
- AWS Cloud Practitioner.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
We understand that you have a life outside of work. That’s why we offer paid time off, paid company holidays, and a great benefits program including maternity/paternity leave and much more!
