What we do?

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 safe. 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 workplace, with at least [5-8 years].
- Fluent communication, consulting, and collaboration skills. Strong 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 surprises, general insight, learn from incidents and develop reliability improvements.
- Provide leadership and direction to the support team.
- Develop and deliver training programs for team members to enhance their technical and customer service skills.
- Conduct regular performance evaluations with team members.
- Act as an escalation point/point of contact for challenging problems or critical incidents.
- Ensure timely and effective communication of issue resolutions to clients.
- Identify and implement improvements to support processes.
- Conduct regular team meetings to discuss challenges, updates, and improvements.
- Be available for on-call support and provide leadership during critical incidents.
- Provide regular updates to management on team performance and challenges.
- Manage and prioritize escalated issues, ensuring timely resolution.
- Collaborate with higher-level support teams and management for critical issues.
- Set KPIs for Team members.
- Provide technical expertise to resolve escalated issues and guide team members.

Skills & Qualifications:

- Experience: 6-10 Years Education: Bachelors degree in computer science, Information Technology, or related field.
- Location:Indore

📌 Module Lead Technical Operations (Indore)
🏢 ClearTrail Technologies
📍 Indore