Senior Support Lead - Kubernetes

HCL Technologies Limited; United States; Presencial; USD 120.000 - 170.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited is seeking a Senior Support Lead focused on Kubernetes to drive advanced issue resolution and customer satisfaction. You will act as the primary escalation point for complex Kubernetes problems and lead root-cause analyses to identify corrective actions.

Collaborating with product management, development, and QA, you’ll provide actionable feedback to influence Kubernetes design and operational practices, mentor teammates, and drive continuous improvement initiatives to

Formación

• Proven expertise in Kubernetes architecture and deployment.
• Strong understanding of DevOps practices and ITSM frameworks.
• Familiarity with monitoring tools and techniques for Kubernetes environments.
• Knowledge of product support methodologies (L1-L2-L3).

Responsabilidades

• Act as escalation point for complex Kubernetes issues; ensure timely, high-quality resolutions.
• Perform root cause analysis for critical Kubernetes incidents and implement preventive measures.
• Collaborate with product management, development and QA to influence Kubernetes design and improvements.
• Provide technical mentorship to team members on Kubernetes-related issues.
• Drive continuous improvement of support processes and automation in Kubernetes operations.

Conocimientos

Kubernetes architecture

DevOps practices

Kubernetes monitoring

Support methodologies

Educación

CKA Certification

ITIL Foundation

Descripción del empleo

The Senior Support Lead specializes in Kubernetes and plays a critical role in enhancing customer satisfaction through effective issue resolution and continuous improvement initiatives. This position is pivotal in executing root cause analysis for complex problems and providing strategic technical guidance to ensure a seamless support experience. By collaborating with cross-functional teams, the Senior Support Lead significantly influences product development and optimizes support processes.

Key Responsibilities

• 1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues Related To Kubernetes, Ensuring Timely And Effective Resolution While Maintaining High Customer Satisfaction.
• 2. Conduct Root Cause Analysis For Critical Issues Affecting Kubernetes Deployments, Implementing Proactive Measures To Minimize Future Occurrences And Enhance System Stability.
• 3. Collaborate Closely With Product Management, Development, And Qa Teams To Provide Actionable Feedback On Product Enhancements, Influencing Kubernetes Design And Functionality To Align With Customer Needs.
• 4. Provide Technical Assistance And Mentorship To Team Members In Troubleshooting And Resolving Kubernetes-Related Customer Issues, Fostering A Collaborative Support Environment.
• 5. Drive Continuous Improvement Initiatives Within Support Processes And Workflows, Identifying Opportunities For Automation And Efficiency Enhancements In Kubernetes Operations.

Skill Requirements

• 1. Advanced Proficiency In Kubernetes Architecture And Deployment
• 2. Strong Understanding Of Devops Practices And Itsm Frameworks
• 3. Familiarity With Monitoring Tools And Techniques Related To Kubernetes Environments
• 4. Basic Knowledge Of Product Support Methodologies (L1-L2-L3)

Other Requirements

• 1. Optional But Valuable Certification In Kubernetes Administration (Cka)
• 2. Optional But Valuable Certification In Itil Foundation