Technical Support Manager

Technical Skills Required Mandatory:

Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analysing, Prior experience in working with Wireshark, Nmap, http analyser, Debug view etc.

Knowledge in VAPT analysis & Security

knowledge about security software such as DLP, firewalls (End point security are add on)

Product and Application Support

a) Good experience in product and application support with sound knowledge of networking and IT Infrastructure

b) Must have worked on supporting any enterprise security applications like zero trust, Identity Management solution, Multifactor Authentication Solution

c) Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.

d) Should have worked with any reverse proxy solutions

e) Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.

f) OWASP Application Security Guidelines

g) How typically big enterprise support product installation and upgrades are managed and how the patch management is done

h) Knowledge of Power-shell scripting, Linux shell scripting, and Python

Infra Support

a) Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies, Remote Desktop services, IIS, FSMO roles.

b) Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable

c) Work experience in Client-side operating systems - Windows 7,8,10 are must

d) Very good Working knowledge in Linux & Mac operating systems

Role and Responsibilities:

To provide solutions, not workarounds

Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required

Make sure Support deliveries are under SLAs

Provide Solution documents, KB articles & RCAs and make sure team members are following the process

Proactively involve in escalations and make sure customer commitments are met

Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution

Good with Statistical data, analyze priorities and involve in the product improvement discussions work as a leader of special or Ongoing requirements

Use appropriate judgement during critical environments.

Reproduce customer issues and if required, analyse the root cause; Check and verify any viable solutions available other than development such as creating scripts, simple solutions etc.

Support Management and Tools knowledge

a) Good knowledge of L1 and L2 Ticket tracking tools

b) Good Knowledge of Service level management tools

c) Should be able to manage escalations and the agreed and provided SLA for various clients

d) Should be able to provide reports for any escalations, Root cause Analysis (RCA) , Productivity reports

e) Must make sure escalations are managed at root level and there is zero repeat escalations

f) Excellent knowledge on Server Operating systems (Win 2016/19/22, Linux flavors)

g) Proficient in Networking - DNS, DHCP, basic routing concepts, network monitoring commands & tools,

h) Good knowledge in IT Infrastructure & Security concepts -Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS etc

i) Good knowledge in Azure Cloud, conceptual understanding in Desktop as service, working experience in Azure Virtual Desktop / equivalent products

Good to have:

Knowledge of Windows kernel Drivers

Kubernetes and Container technologies

Prior experience in support ticketing tools and process

Experience in documentations

Certifications - ITIL3 or ITIL4 Soft Skills Required

Strong communication skills (written and Verbal)

Clarity of thought

User centric approach

Sincere

Proactive

Self-motivated

Logical bent of mind (Analytical)

Team Manager