Job Description :
Position: Tech Support Lead
Location: Allen,TX
Duration: 9+ months
Job Description:
JOB DESCRIPTION
Receive and process inbound client requests, maintaining SLA’s and documenting tickets appropriately.
Handle projects that are beneficial to the overall department.
Troubleshoot and resolve various customer issues, including:
Site inaccessibility
Login issues
Issues with automated assessments
Integrations/API
Basic troubleshooting
Report defects and feature requests/enhancements.
Escalate issues to Support Management/Escalations teams as necessary, driving the issue to resolution.
Provide on-call support.
Debug/root cause analysis in a distributed system and build best Runbooks/automate it.
Evaluate tool sets and participating in building new monitoring capabilities as well as bring requirements to DevOps/Product Management team.
Build solid automated, monitoring and alerting platform. This includes but not limited to – Platform Monitoring, API Monitoring, Logs Monitoring.
Build best practices around monitoring and define various metrics that can be measured including SLA.
Ability to debug/root cause complex distributed system in production; build/automate Runbooks
Database management in production – Back-up, recovery.
Good programming skills in Python, Shell programming.
Define and lead monitoring for IaaS, PaaS, SaaS (API), 24x7 from low level monitors to high level service level monitors (e.g. process/service monitor, log monitor, REST API monitor, storage monitor
Experience working on tools like Nagios, Zabbix, ELK, Graphite, Grafana, APM tools (new relic, AppDynamics
Experience integrating with ServiceNow, Pager Duty, JIRA.
Experience building analytics from data collected from various monitors. e.g. TOP N APIs, TOP N customer.
Knowledge to build capacity planning map from historical data collected from production system.
Good understanding of large-scale distributed systems in practice, including multi-tier architectures, application security, monitoring and storage systems, load balancing.
Experience in the Linux environment and a good understanding of its fundamentals and internals: filesystems, security, networking.
Working knowledge of VPN, internet security, SSL, HTTPS, TLS, DTLS
MANAGERIAL SKILLS
Responsible for leading, managing and defining TechOps Support, ensuring Production is always up and running with desired SLAs/KPIs.
Manage support team both locally as well as offshore.
Extensively collaborate with Cloud/Dev/Tech Ops team, engineering, QA, field performance and support teams to root cause, debug production issues, learn from it and build Runbooks and SOPs.
Experience leading Tech support teams and developing best practices.
SOFT Skills
A demonstrated passion for automation.
Results-oriented, collaborative professional with ability to work successfully in a matrixed organization.
Clear communicator who is very conductive to working in a team environment and helps lift team spirit.
Grit, drive and a strong feeling of ownership.
Innovative professional with a bias towards action rather than simply maintaining status quo.