47 IT Professionals jobs in Indore

Job Title: Technical Operations Lead

Location: Indore, MP (work from office only)

Experience: 7–12 Years

Shift: 24x7 Rotational Shifts

Qualification: B.Tech/B.E. in Computer Science, Information Technology, or a related field

Job Summary:

We are seeking a highly skilled and experienced Technical Operations Lead to oversee and guide a team of technical professionals in a dynamic, 24x7 production environment. The ideal candidate will have a strong background in Linux system administration, incident management, production deployments, and cross-functional coordination. This role demands a proactive leader who can manage escalations, ensure system uptime, and drive operational excellence.

Key Responsibilities:

• Lead and mentor a team of 10+ technical operations engineers.
• Guide the team in handling critical situations and high-severity incidents.
• Manage and resolve L2/L3 technical issues, ensuring minimal downtime and quick resolution.
• Handle customer escalations and coordinate with internal stakeholders for timely resolution.
• Escalate critical issues through the appropriate hierarchical channels.
• Collaborate with cross-functional teams including development, QA, and infrastructure.
• Monitor systems using industry-standard tools and respond to alerts proactively.
• Guide the team in performing production deployments, patching, and release management.
• Maintain and troubleshoot On-premise server infrastructure.
• Ensure adherence to operational processes and documentation standards.
• Participate in 24x7 shift rotations and provide on-call support as needed.

Required Skills & Qualifications:

• 8–12 years of experience in technical operations or system administration.
• Proven experience in leading and managing technical teams.
• Strong Linux administration skills (command-line, scripting, troubleshooting).
• Solid understanding of networking fundamentals (beyond basic level).
• Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, etc.).
• Experience in incident management and root cause analysis.
• Familiarity with ITIL processes and escalation management.
• Experience in production deployment and release management.
• Working knowledge of Hadoop and distributed systems.
• Basic knowledge of Docker and Ansible .
• Excellent communication and coordination skills.
• Ability to work under pressure in a fast-paced environment.

Preferred Qualifications:

• Certifications in Linux (RHCE, LFCS), Networking (CCNA), or ITIL.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.
• Automation/scripting experience (Shell, Python, Ansible) is an advantage.

• Lead and mentor a team of technical support specialists, providing guidance and performance feedback.
• Manage the queue of incoming support requests, ensuring timely and efficient resolution of customer issues.
• Serve as an escalation point for complex technical problems, diagnosing and resolving issues across hardware, software, and network systems.
• Develop and implement standard operating procedures (SOPs) for the technical support team.
• Create and maintain a comprehensive knowledge base with troubleshooting guides and FAQs.
• Conduct regular training sessions for support staff to enhance their technical skills and product knowledge.
• Monitor customer satisfaction levels and implement strategies to improve service quality.
• Collaborate with engineering and product development teams to relay customer feedback and identify product improvement opportunities.
• Track support metrics and generate reports on team performance and key issues.
• Ensure adherence to company policies and service level agreements (SLAs).
• Proactively identify trends in support issues and recommend preventative measures.
• Manage support tools and technologies, ensuring their optimal performance.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical support or IT helpdesk roles, with at least 1-2 years in a supervisory or lead capacity.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with troubleshooting hardware and software issues.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, customer service, and interpersonal skills.
• Ability to effectively manage and motivate a team.
• Experience with IT support ticketing systems (e.g., Zendesk, ServiceNow).
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
• A calm and professional demeanor, even under pressure.

• Responding to customer inquiries via phone, email, and chat in a professional and timely manner.
• Diagnosing and resolving technical hardware and software issues.
• Guiding users through step-by-step solutions to common technical problems.
• Escalating unresolved issues to the appropriate internal teams for further investigation.
• Documenting all customer interactions, issues, and resolutions in the support ticketing system.
• Creating and updating knowledge base articles and FAQs to help customers help themselves.
• Providing feedback to product development teams on common issues and customer suggestions.
• Identifying opportunities to improve the customer support process and user experience.
• Maintaining a high level of customer satisfaction through effective problem-solving and communication.
• Keeping up-to-date with product updates and new releases to ensure accurate support.

Job Title: Technical Operations Lead

Location: Indore, MP (work from office only)

Experience: 7–12 Years

Shift: 24x7 Rotational Shifts

Qualification: B.Tech/B.E. in Computer Science, Information Technology, or a related field

Job Summary:

We are seeking a highly skilled and experienced Technical Operations Lead to oversee and guide a team of technical professionals in a dynamic, 24x7 production environment. The ideal candidate will have a strong background in Linux system administration, incident management, production deployments, and cross-functional coordination. This role demands a proactive leader who can manage escalations, ensure system uptime, and drive operational excellence.

Key Responsibilities:

• Lead and mentor a team of 10+ technical operations engineers.
• Guide the team in handling critical situations and high-severity incidents.
• Manage and resolve L2/L3 technical issues, ensuring minimal downtime and quick resolution.
• Handle customer escalations and coordinate with internal stakeholders for timely resolution.
• Escalate critical issues through the appropriate hierarchical channels.
• Collaborate with cross-functional teams including development, QA, and infrastructure.
• Monitor systems using industry-standard tools and respond to alerts proactively.
• Guide the team in performing production deployments, patching, and release management.
• Maintain and troubleshoot On-premise server infrastructure.
• Ensure adherence to operational processes and documentation standards.
• Participate in 24x7 shift rotations and provide on-call support as needed.

Required Skills & Qualifications:

• 8–12 years of experience in technical operations or system administration.
• Proven experience in leading and managing technical teams.
• Strong Linux administration skills (command-line, scripting, troubleshooting).
• Solid understanding of networking fundamentals (beyond basic level).
• Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, etc.).
• Experience in incident management and root cause analysis.
• Familiarity with ITIL processes and escalation management.
• Experience in production deployment and release management.
• Working knowledge of Hadoop and distributed systems.
• Basic knowledge of Docker and Ansible .
• Excellent communication and coordination skills.
• Ability to work under pressure in a fast-paced environment.

Preferred Qualifications:

• Certifications in Linux (RHCE, LFCS), Networking (CCNA), or ITIL.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.
• Automation/scripting experience (Shell, Python, Ansible) is an advantage.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.