At ClearTrail, work is more than just a job. Our calling is to develop solutions that empower those dedicated to keep their people, places, and communities secure. For over 25 years, law enforcement & federal agencies across the globe have trusted ClearTrail as their committed partner in safeguarding nations & enriching lives. We are envisioning the future of intelligence gathering by developing artificial intelligence and machine learning based lawful interception & communication analytics solutions that solve the worlds most challenging problems. What are we looking: We are looking for Module Lead/Lead Technical Operations to ensure the delivery of high-quality technical support.
Role Description:
- Lead and manage a team of support professionals to ensure the delivery of high-quality technical support.
- Proven experience in leading and managing support teams in a 24/7 environment, with at least [5-8 years].
- Fluent communication, consulting, and collaboration skills. Robust technical background and expertise in troubleshooting complex issues.
- Experience with monitoring and observability tooling (Grafana, Prometheus, Splunk). Ability to make decisions under pressure and lead by example.
- Experience on CISCO (Routers and Switches), Linux (OEL, Redhat), Storage hardware concepts, sub-netting, VLANs, Firewall, FTP. Experience with incident management, ticketing system and reporting.
- Understand methodologies to identify and mitigate risk of recurring implacabilitys from incidents during moments of high ambiguity. Relevant certifications (e.g., ITIL, Agile)are advantageous.
Roles and Responsibilities:
- Lead and mentor a team of technical support engineers to ensure effective 24/7 coverage.
- Provide technical expertise to resolve escalated issues and guide team members.
- Compose and carry out incident and problem management procedures.
- Perform incident reviews and engage in post-incident activities with stakeholders to analyze operational surpri