Lead ICT Support Engineer

Job Role and Designation:Lead Support Engineer

Expected Joining Time:30 days

Experience Level:5 – 8 years

No. of Positions:1

Roles And Responsibilities

Monitor application performance and implement enhancements for stability.

Automate manual tasks using software solutions.

Diagnose and resolve issues in applications, databases, APIs, batch processes, and CRM.

Troubleshoot OS, networking, and databases in cloud and on-premise environments.

Handle live production incidents and debug infrastructure issues.

Improve system performance, availability, and reliability.

Collaborate with engineers and QA on non-functional requirements.

Document systems and create runbooks.

Maintain and monitor servers, Docker containers, and databases.

Log and resolve tickets using ITSM tools.

Work within Agile/Kanban methodologies.

Coordinate team tasks and continuity.

Prepare status reports and metrics.

Mentor team members.

Prepare shift rosters and risk mitigation plans.

Communicate effectively with US and India teams.

Collaborate with vendors and IT teams.

Learn from mentors and take initiative on new tasks.

Candidate Expectations

• Bachelor's in Computer Science or equivalent experience.
• 5+ years in application support, DevOps, or SRE.
• Experience in ETL, web tech, and API development.
• Skilled in JavaScript, TypeScript, Powershell, and/or Python.
• Troubleshooting using browser tools.
• Knowledge of DevOps, CI/CD, and tools like Jenkins.
• Familiar with automation tools like Ansible.
• Experience with GCP, AWS, Azure.
• Strong communication and collaboration across time zones.
• Capable of leading discussions and managing shifts.
• Knowledge in change management and ITSM.