Technical Support Engineer

LTM; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

We are seeking a Senior Engineer to join LTM's Cloud & Infra Management team in Bengaluru. The role involves managing cloud and on-prem infrastructure, providing advanced technical support, and ensuring system stability and performance.

The candidate should have 3-5 years of experience, strong ITSM background, and hands-on cloud platform knowledge. The position emphasizes incident and change management, collaboration with cross-functional teams, and continuous improvement of infrastructure

Qualifications

• Servicedesk operations and ITSM tool experience required.
• Cloud platform experience (Azure/AWS/GCP).
• Networking, security, and Windows/Linux OS knowledge.
• Experience with infrastructure monitoring and logging tools.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication.
• Ability to work independently and in a team.
• Scripting in PowerShell or Python is a plus.

Responsibilities

• Maintain high availability of cloud and on-prem infrastructure.
• Provide advanced technical support for incidents and requests.
• Diagnose issues and minimize downtime.
• Implement monitoring, alerting and logging solutions.
• Participate in ITIL incident, problem and change processes.
• Collaborate with dev/ops teams to optimize resources.
• Develop automation scripts to streamline tasks.
• Apply security best practices across infra.
• Document procedures and troubleshooting guides.
• Drive continuous improvement of infra services.

Skills

Servicedesk operations

ITSM tools

Strong problem-solving

Excellent communication

Team collaboration

Cloud knowledge

Networking concepts

Security principles

Windows/Linux

PowerShell/Python scripting

Tools

Azure

AWS

GCP

Job description

Location: Bengaluru

Experience: 3-5 years

We are seeking a skilled Senior Engineer to join our Cloud & Infra Management team. This role involves providing advanced technical support, managing critical cloud and on-premise infrastructure, and ensuring the stability and performance of our systems. The ideal candidate will possess strong problem-solving abilities and a solid understanding of IT service management principles.

Job Description:

1. Manage and maintain robust cloud infrastructure environments, including virtual machines, networking, storage, and security services.
2. Provide advanced technical support for complex incidents and service requests, utilizing Servicedesk tools for efficient tracking and resolution.
3. Diagnose and resolve critical infrastructure issues, ensuring minimal downtime and service disruption for business-critical applications.
4. Implement and manage monitoring, alerting, and logging solutions to proactively identify and address potential system performance bottlenecks or failures.
5. Participate actively in incident, problem, and change management processes, adhering to established ITIL best practices.
6. Collaborate with cross-functional development and operations teams to optimize cloud resource utilization, performance, and cost efficiency.
7. Assist in the design, development, and implementation of infrastructure automation scripts and tools to streamline operational tasks.
8. Ensure the application of security best practices and compliance standards across all managed infrastructure components.
9. Document technical procedures, configurations, and troubleshooting guides to maintain comprehensive knowledge bases.
10. Contribute to the continuous improvement of infrastructure services and operational processes.

Skills and Qualifications:

• Mandatory experience with Servicedesk operations and IT Service Management (ITSM) tools.
• Proven experience in managing and supporting cloud platforms (e.g., Azure, AWS, GCP).
• Solid understanding of networking concepts, security principles, and operating systems (Windows, Linux).
• Experience with infrastructure monitoring and logging tools.
• Strong analytical and problem-solving skills with a methodical approach to troubleshooting.
• Excellent verbal and written communication skills, with the ability to articulate complex technical information clearly.
• Ability to work effectively both independently and as part of a collaborative team.
• Familiarity with scripting languages (e.g., PowerShell, Python) for automation is a plus.

Key Responsibilities:

• Ensure high availability and performance of cloud and on-premise infrastructure.
• Respond to and resolve escalated technical issues in a timely and effective manner.
• Contribute to the development and enforcement of operational standards and procedures.
• Engage in continuous learning to stay updated with emerging cloud technologies and best practices.

• Experience Required: 1 to 6 Years
• Work Mode: Rotational Shifts (Including Night Shifts & Rotational Week Offs)
• Domain: Cloud Technical Support / Customer Operations

About the Role

We are seeking a dynamic, customer-focused, and technically inclined professional to join our support team. In this role, you will act as the first point of contact for our clients, assisting them with foundational inquiries and technical issues related to cloud environments. If you excel at communication, love solving problems, and want to kickstart or grow your career in cloud computing, this is the ideal opportunity for you.

Key Responsibilities

• Customer Support: Handle incoming technical support requests and inquiries via multiple channels (email, chat, or phone) with a high degree of professionalism and empathy.
• Issue Resolution: Diagnose and troubleshoot basic technical issues, providing accurate and timely solutions to customers.
• Azure Cloud Assistance: Utilize a basic understanding of Microsoft Azure to guide clients, navigate cloud infrastructure questions, and assist with initial setup or configuration queries.
• Escalation Management: Document customer issues meticulously and upscale complex technical problems to advanced engineering teams when necessary.
• Client Satisfaction: Deliver exceptional customer service experiences, ensuring high satisfaction …

Key Requirements & Qualifications

• Experience: 1 to 6 years of professional experience in technical support, IT helpdesk, or customer-facing operations.
• Cloud Knowledge: A foundational understanding of the Microsoft Azure cloud platform and its core services (certifications like Azure Fundamentals are a strong plus).
• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex technical information clearly.
• Customer Handling: Proven ability to manage customer expectations, handle escalations with patience, and deliver client-first solutions.
• Shift Flexibility: Must be comfortable working in rotational shifts (including night shifts) and rotational week offs based on operational needs.