Talent Pool: UNIX/Linux Support Team Lead(EST)
Responsibilities
- Act as the single point of contact (SPOC) between the Quantori support team and the client’s technical management.
- Oversee day-to-day operations, ensuring efficient queue management, ticket ownership, and SLA adherence.
- Conduct daily handovers, priority reviews, and incident coordination with on-site and remote engineers.
- Provide technical guidance and mentoring to L2 support engineers, ensuring consistent troubleshooting quality.
- Monitor team workload and distribute assignments to maintain balance and prevent bottlenecks.
- Drive continuous improvement through ticket analysis, automation initiatives, and recurring issue prevention.
- Manage client communications for ongoing operations, escalations, and service improvements.
- Coordinate knowledge transfer sessions, onboarding plans, and skill gap assessments for new engineers.
- Facilitate collaboration between L2 and L3 teams and support cross-functional alignment with network, storage, and application teams.
- Ensure that operational procedures, SOPs, and knowledge articles are continuously updated and accessible.
- Generate and present weekly and monthly service performance reports, including KPIs, SLA metrics, and incident trends.
- Track ticket backlog, closure rates, and recurring issues; propose corrective actions to improve performance.
- Contribute to service documentation — playbooks, escalation matrices, patching schedules, and change templates.
- Support compliance, audit, and change control documentation requirements.
- Participate in major incident bridges, ensuring clear communication and resource coordination.
- Oversee patching and maintenance execution schedules (quarterly and on-demand).
- Validate queue hygiene and proper ticket categorization within ServiceNow.
- Ensure smooth collaboration with on-site L2 engineers for physical interventions and data center tasks.
- Participate in the on-call rotation approximately once per month, providing after-hours support for critical production incidents.
- Serve as an escalation point for the L2 team during off-hours incidents to ensure timely response and resolution of high-priority alerts.
- Coordinate with on-site and client teams during after-hours incidents, ensuring communication and incident documentation in ServiceNow.
- Support post-incident analysis and reporting following major on-call events.
Requirements
- 5–8 years of experience in Linux/Unix system administration or support.
- Minimum 2 years of experience in a team lead or technical coordinator role.
- Strong technical background in enterprise Linux/Unix operations, combined with proven experience leading small-to-medium technical teams.
- Proficient with RHEL 6–9 and Ubuntu 20/22/24, with working knowledge of AIX, HP-UX, and Solaris.
- Hands-on experience with VMware ESX, GPFS, and LSF , along with exposure to OpenShift and RStudio environments.
- Solid understanding of Ansible Tower, Red Hat Satellite, Puppet, and shell scripting for automation.
- Experience with ServiceNow (ticket workflows, reporting, and change management) and TrueSight/PATROL monitoring tools is expected.
- Strong communication, coordination, and client-facing skills, with the ability to lead remote teams effectively under SLA-driven environments.
- Red Hat Certified System Administrator (RHCSA) or Engineer (RHCE) Certification, ITIL v4 Foundation Certification.
- Proven record of managing distributed support teams and delivering high operational standards.
- Excellent written and verbal English communication skills.
- Strong ownership and accountability mindset.
- Ability to translate technical issues into clear business updates.
- High attention to detail, structure, and service quality.
- Coaching mentality — fostering learning and consistency across the team.
- Comfortable working in cross-functional, multicultural environments.
- Availability for working from 9 AM to 5 PM EST.
We offer
- Competitive compensation
- Remote or office work
- Flexible working hours
- Healthcare benefits: medical insurance and paid sick leave
- Continuous education, mentoring, and professional development programs
- A team with an excellent tech expertise
- Certifications paid by the company
