Harman

Position Summary:

The Technical production lead will be responsible for leading  daily support team shift as a key member of the Ignite operations team reporting to Shift Manager.

Job Responsibilities:

• Lead a daily support team shift as a key member of the Ignite operations team.
• Ensure 24x7 availability for critical systems; identify, troubleshoot and resolve performance issues.
• Be a hands-on leader of a team of  NOC / support engineers responsible to identify, triage and escalate issues to L3 or engineering teams to ensure issues are resolved with in SLA
• Accountable for ensuring ticket creation, updates, and resolution are accurately completed within SLAs.
• Manage escalation of critical customer issues.
• Serve as Incident Manager for Major Incidents and lead RCA closure
• Coordinate the resolution of customer issues from onboarding through implementation and production.
• Work closely with customers and internal teams to ensure Ignite platform operate as expected.
• Responsible for key IT Service Management components including Incident, Problem, and Change Management activities within shift.
• Lead daily shift hand-off calls to ensure 24/7 continuity of service between US/Italy & offshore support teams.
• Communicate status and action plans to internal stakeholders, partners, and customers including ‘C’ level executives.
• Provide input to governance meetings and continuous improvement initiatives  to reduce tickets and prevent repeated incidents.
• Help identify and develop talent from within your team of infrastructure and application support engineers.
• Work in rotational shifts and provides 24x7 shift support.

 Basic Qualifications:

• Experienced  Techical Support Lead with 7+ yrs experience
• Candidate should be a  Graduate and from computer science background
• Linux certification
• Experience with ITIL or other industry-recognized Service Management discipline.
• Experience directing the efforts of others as either a senior resource or team lead; or demonstrated readiness to assume this responsibility.
• Ability to work in 24x7 rotational shift
• Experience in java development back ground will be a plus

Preferred Qualifications & Desired Competencies:

• 24X7 rotational shifts (including night shifts and Weekend/holiday support)
• Experience in supporting complex enterprise solution with large volume of daily transaction and 99.99 SLA targets in 24X7X365 environment
• Experience in managing monitoring alerts, incident detection, resolution, and coordination of resolution efforts with both customer and internal resolver teams.
• Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan.
• Developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined processes to ensure quality outcomes.
• Experience with Jenkins, Docker containers, Kubernetes
• Hands on experience on Linux L3 support including RH Linux, CentOS & CoreOS system administration, OS configuration and troubleshooting, experience on live server support and troubleshooting.
• Experience on Apache/Nginx, Tomcat, Redis, HiveMQ, Kafka, Jenkins, GitLab, Shell Scripting, Network and Server monitoring tool like Prometheus/Grafan, Nagios, etc. is required. 
• Experience with relational and NoSQL database technologies such as Oracle, SQL Server, Postgre, Cassandra and MongoDB.
• Sound knowledge on AWS Infrastructure management, experience on AWS EC2, S3, DynamoDB, VPC, Cloudformation etc service is must.
• Excellent communication and customer handling skills. Understanding and adherence to customer SLAs
• Good to have Compliance understanding such as ITIL,ISO 27001 or SOX