Lead - IT Engineer

THIS JOB IS FOR YOU IF YOU:

• 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.

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.

Process Governance & Quality Assurance:

• Enforce ITIL processes for incident, problem, and change management; maintain clear system/support documentation.
• Ensure proper documentation of SOPs, runbooks, troubleshooting steps, and asset records.
• Conduct regular ticket audits to maintain accuracy, completeness, and adherence to process guidelines.
• Identify operational gaps and drive improvements for efficiency, automation, and service quality.

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:

• 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.

EXPERIENCE AND SKILLS:

Technical Skills:

• 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.
• Hands-on experience with cloud platforms (AWS/Azure)—instance management, IAM, monitoring, storage, backups.
• 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 Behavioural 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.
• 7–10 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.
• Preferred Certifications:
  • ITIL Foundation (highly preferred)
  • Microsoft MD-100/MD-101 / Azure Fundamentals (AZ-900)
  • AWS Cloud Practitioner / SysOps (optional)
  • CompTIA Security+ or Network+
  • Linux+/RHCSA (optional)
• Excellent communication, problem-solving, and team leadership skills.

WHAT’S IN IT FOR YOU?

Professional Growth & Impact:

• Strategic Influence: Play a pivotal role in shaping IT and operations strategy, directly impacting business outcomes and customer success.
• Career Advancement: Unlock opportunities to progress into senior leadership roles as you demonstrate ownership, innovation, and measurable impact.
• Continuous Learning: Access ongoing training, certifications, and mentorship to stay ahead in technology and leadership.

Work Environment & Culture:

• Innovative Team: Collaborate with passionate, skilled professionals in a dynamic, forward-thinking environment that values new ideas.
• Autonomy & Ownership: Operate with freedom to innovate and improve support practices, backed by a supportive and experienced team.
• Client-Centric Mission: Work with stakeholders to deliver co-creation, strategic solutions, and long-term relationships.

Employee Benefits:

• Competitive Compensation: Attractive salary package with performance bonus.
• Health & Wellness: Medical insurance.
• Paid Time Off: Generous leave policy including vacation and holidays.
• Retirement Benefits: PF and Gratuity.
• Employee Engagement: Regular team events, recognition programs, and a collaborative culture that values your contributions.