Senior Support Analyst

HCL Technologies Ltd.•Charlotte, NC

37d

About The Position

The Senior Support Lead in Site Reliability engineering (SRE) will be responsible for overseeing the support and reliability operations within the organization. This role will focus on ensuring the stability, performance, and efficiency of the systems while leading a team of support engineers to provide exceptional service.

Requirements

In-depth knowledge of site reliability engineering (sre) principles and best practices.
Proficiency in system monitoring, incident management, and performance tuning tools.
Strong understanding of cloud services, microservices architecture, and containerization technologies.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Experience with scripting languages (e.g., python, bash) for automation and tool development.
Familiarity with agile methodologies and devops practices for continuous integration and delivery.
Strong communication and leadership skills to effectively lead a support team and collaborate with cross functional teams.
Ability to work under pressure, prioritize tasks, and manage multiple projects simultaneously.

Nice To Haves

Relevant certifications in Site Reliability Engineering (SRE) or Cloud Services are a plus.

Responsibilities

Lead and manage a team of support engineers in resolving incidents, requests, and problems to ensure system uptime and reliability.
Collaborate with the engineering and development teams to implement efficient and scalable solutions that enhance system performance.
Develop and maintain support documentation, standard operating procedures, and best practices for the support team.
Identify opportunities for automation and implement tools to streamline support processes.
Monitor system performance and provide recommendations for improvements to optimize system reliability.
Participate in on call rotations to address critical incidents and ensure 24/7 system availability.
Conduct regular performance evaluations, provide feedback, and mentor team members to promote professional growth.

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