Supervisor, Enterprise Support

Infoblox; India; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Competitive salary and benefits

Job summary

Infoblox is seeking an Associate Manager, Enterprise Support in Trivandrum to lead a team providing 24/7 monitoring and support for our cloud platform. You will drive incidents, coordinate with engineering and customers, and guide problem resolution while shaping improvements.

You will mentor engineers, manage escalations, and align with cross-functional groups to deliver timely, high-quality outcomes in a dynamic SaaS environment.

Qualifications

• 3-5 years in hands-on team lead or management experience.
• Experience managing a monitoring environment, preferably for a SaaS based product.
• Basic understanding of Cloud-native architecture, Kubernetes, CI/CD tools
• Hands-on experience maintaining and troubleshooting Linux/UNIX servers in a production environment.
• Exceptional collaboration and interpersonal skills.

Responsibilities

• Lead a group of support engineers and are responsible for their performance reviews and engagements.
• Manage and engage in escalations with engineering and customers.
• Manage communications and troubleshooting efforts for critical/global product incidents.
• Coordinate cross-functional meetings with Engineering/PM/Sales.
• Review QA test case scenarios and provide inputs.
• Define and outline technical trends.
• Work with cross-functional departments on customer announcements.
• Daily and Weekly Support/Engineering ticket review.
• Review and prioritize supportability requirements.
• Identify knowledge gaps and fixes (training/documentation/feedback).
• Drive opportunities for improvement to completion.

Skills

Team leadership

SaaS monitoring

Cloud-native architecture

Kubernetes

CI/CD tools

Incident management

Linux/UNIX

Tools

NewRelic

Sysdig

ThousandEyes

Job description

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.

We are looking for an Associate Manager, Enterprise Supportto join our Support team in Trivandrum, reporting to the Manager of Enterprise Technical Support. In this role, you will lead a team of enterprise support engineers that are responsible for the 24/7 support and monitoring of our rapidly growing cloud platform, drive major incidents, work with cross-functional teams until resolution, and drive root cause analysis efforts.

You’re the ideal candidate if you are a strategic thinker who has hands‑on experience in all functional areas, is driven to collaborate across teams, operates independently, and is driven by meeting deadlines and achieving results.

What you’ll do:

• Exceptional collaboration, social, and interpersonal skills
• Manage a group of support engineers and are responsible for their performance reviews and engagements.
• Manage and engage in escalations with engineering and customers.
• Manage communications and troubleshooting efforts for critical/global product incidents.
• Co-ordinate cross-functional meetings with Engineering/PM/Sales.
• Review QA test case scenarios and provide inputs.
• Define and outline technical trends
• Work with cross-functional departments on customer announcements
• Daily and Weekly Support/Engineering ticket review
• Review and prioritize supportability requirements.
• Work with SMEs and trainers to identify knowledge gaps and fixes(training/documentation/feedback) for those.
• Ability to identify opportunities for improvement and drive those plans to completion

What you’ll bring:

• 3-5 years in hands‑on team lead or management experience.
• Experience managing a monitoring environment, preferably for a SaaS based product.
• Basic understanding of Cloud-native architecture, Kubernetes, CI/CD tools
• Basic understanding of Cloud monitoring and hands‑on experience with monitoring tools like NewRelic, Sysdig, and Thousand eyes
• Experience in systems administration or technical operations
• Hands‑on experience maintaining and troubleshooting Linux/UNIX servers in a production environment
• Exceptional collaboration, social, and interpersonal skills
• Ability to remain calm and collected in stressful situations, such as a major service outage
• Ability to take quick decisions during major Incidents and communicate with quality.
• Ability to look at things in a detailed manner.
• Ability to identify opportunities for improvement and drive those plans to completion
• Comfort working in a dynamic environment with a highly technical team
• Demonstrated attention to detail, follow-through, and ability to prioritize quickly

What success looks like:

After the first six months, you will…

• Understand the current Infoblox SaaS infrastructure (cloud-native)
• Be aware of the monitoring tools and the significance of each monitor
• Follow the incident management process
• Start leading incidents based on what you’ve learned and the processes that are in place

After about a year, you will…

• Be a role model on the team and help to develop the talent
• Identify trends in terms of product and operations and implement plans to improve

Our holisticbenefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live ourvalues every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

Why Infoblox?

We’ve created a culture that embracesdiversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Checkoutwhat it’s like to be a Bloxer . We think you’ll be excited to join our team.

Job Info

• Job Identification 4786
• Locations Infoblox Technical Support and Software Development Private Limited, Trivandrum, Kerala, 695583, IN