Oversee daily IT infrastructure operations, including incident ticket management, resource allocation, shift scheduling, and escalation management.
Directly supervise and mentor Server, Storage, and Onsite Engineers, ensuring technical excellence and customer-focused service delivery.
Foster a high-performance culture by setting clear expectations, conducting regular performance reviews, and providing coaching and development opportunities.
Ensure seamless handover and coverage across shifts, especially in global or 24x7 environments.
Operational Oversight
Act as the primary technical escalation point for critical incidents and complex, cross-domain issues.
Conduct in-depth troubleshooting, perform root cause analysis (RCA), and implement long-term solutions to prevent recurrence.
Lead infrastructure upgrades, migrations, and major changes across computers, storage, network, and cloud platforms (e.g., Azure, on-prem).
Deploying and troubleshooting OpenShift and OpenStack platforms are mandatory.
Collaborate with security and compliance teams to enforce governance, risk mitigation, and regulatory requirements.
Manage vendor relationships for escalations, patch management, and advanced technical support.
Provide technical guidance and mentorship to L1–L2 support teams.
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