Technical Support Manager

TechMojo Solutions Pvt Ltd; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TechMojo Solutions Pvt Ltd in Hyderabad is seeking an experienced Incident Management professional to lead L1/L2 teams in 24/7 operations, drive RCA/PIR calls, and implement robust runbooks. You will review SOPs, manage shifts, ensure smooth deployments, and monitor logs with ELK/Splunk, while creating Grafana dashboards from diverse data sources.

Strong business communication skills and at least 2 years of people leadership are required to coordinate cross-functional stakeholders and ensure

Qualifications

• Experience in people management and leading support teams.
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Skills

People management

Business communication

Incident management

RCA facilitation

SOPs & Runbooks

Log management tools

Grafana dashboards

Incident troubleshooting

Shift rostering

Deployment process

Release review

Tools

ELK

Splunk

Grafana

Job description

• At least 2 years of people management experience.
• Should have good business communication.
• Should have experience in Incident Management.
• Ability to drive RCA / PIR calls and communicate the same with stake holders in both tech non-tech versions based on audience.
• Review SoPs, Runbooks and able to create new ones educate L1/L2 teams on the same.
• Exposure to any log management tool - ELK, Splunk etc.
• Exposure to create/monitor dashboards in, say, Grafana from any data source.
• Able to troubleshoot incidents, guide L1/L2 during resolution.
• Exposure to create manage shift rosters for 24/7/365 for L1/L2 engineers.
• Should have a decent understanding of deployments process, hotfixes, emergency fixes etc.
• Review releases for operational gaps and test the same to ensure a smooth rollout to