Lead Support Engineer Jobs in Bangalore at Harman Connected Services Corporation India Private Limited

Last Updated: Sep 15, 2021 05:10 IST


Company Name
Harman Connected Services Corporation India Private Limited
Job title
Lead Support Engineer
7-10 Years
Not Mentioned

Job Profile

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you'll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day. What You Will Do : The Technical production lead will be responsible for leading daily support team shift as a key member of the Ignite operations team reporting to Shift Manager. Supervisory Responsibilities: Please indicate the number of direct reports and/or number of indirect reports. Job Responsibilities: List the professional and/or technical competencies needed when performing the key responsibilities of the position. Explain the degree to which this position affects the business (i.e. making decisions, defining or setting strategy, etc.). Please further explain the breadth of the impact this position has (i.e. affects own team, department, function, division, geography, etc.). Lead a daily support team shift as a key member of the Ignite operations team. Ensure 24x7 availability for critical systems identify, troubleshoot and resolve performance issues. Be a hands-on leader of a team of NOC / support engineers responsible to identify, triage and escalate issues to L3 or engineering teams to ensure issues are resolved with in SLA Accountable for ensuring ticket creation, updates, and resolution are accurately completed within SLAs. Manage escalation of critical customer issues. Serve as Incident Manager for Major Incidents and lead RCA closure Coordinate the resolution of customer issues from onboarding through implementation and production. Work closely with customers and internal teams to ensure Ignite platform operate as expected. Responsible for key IT Service Management components including Incident, Problem, and Change Management activities within shift. Lead daily shift hand-off calls to ensure 24/7 continuity of service between US/Italy & offshore support teams. Communicate status and action plans to internal stakeholders, partners, and customers including 'C' level executives. Provide input to governance meetings and continuous improvement initiatives to reduce tickets and prevent repeated incidents. What You Need : Basic Qualifications: List the minimum and desired education (including degrees, licenses, certification or registrations) and experience needed to perform the key responsibilities of the position. Experienced Techical Support Lead with 7+ yrs experience Candidate should be a Graduate and from computer science background Linux certification Experience with ITIL or other industry-recognized Service Management discipline. Experience directing the efforts of others as either a senior resource or team lead or demonstrated readiness to assume this responsibility. Ability to work in 24x7 rotational shift Experience in java development back ground will be a plus Preferred Qualifications & Desired Competencies: Please list the preferred qualifications and ideal behaviors needed for this position based on the following: 24X7 rotational shifts (including night shifts and Weekend/holiday support) Experience in supporting complex enterprise solution with large volume of daily transaction and 99.99 SLA targets in 24X7X365 environment Experience in managing monitoring alerts, incident detection, resolution, and coordination of resolution efforts with both customer and internal resolver teams. Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan. Developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined processes to ensure quality outcomes. Experience with Jenkins, Docker containers, Kubernetes Hands on experience on Linux L3 support including RH Linux, CentOS & CoreOS system administration, OS configuration and troubleshooting, experience on live server support and troubleshooting. Experience on Apache/Nginx, Tomcat, Redis, HiveMQ, Kafka, Jenkins, GitLab, Shell Scripting, Network and Server monitoring tool like Prometheus/Grafan, Nagios, ICINGA etc. is required. Strong knowledge of VPN, CIDR/Blocks, Security Groups Demonstrable knowledge of CD and CI process and framework for latest fixes, patches etc with at least one configuration tool like Puppet/Chef/Ansible Experience with relational and NoSQL database technologies such as Oracle, SQL Server, Postgre, Cassandra and MongoDB. Sound knowledge on AWS Infrastructure management, experience on AWS EC2, S3, DynamoDB, VPC, Cloudformation etc service is must. Must know configuration and set up of AWS services, troubleshooting the live environment issues, architecting AWS environment based on the requirement as well can co-ordinate with enterprise support. Excellent communication and customer handling skills. Understanding and adherence to customer SLAs Good to have Compliance understanding such as ITIL,ISO 27001 or SOX
HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. ()

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Key skills
Lead Support Engineer
IT/ Computers - Software
A Career at HARMAN As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and
Last Date

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