Greetings from Wilco Source A CitiusTech Company

Position: Lead Technical Support Engineer

Location: Chennai/ Bangalore/ Hyderabad/ Mumbai/ Pune/ Noida/ Gurugram

Mode: Full-Time

Experience: 8+ Years

Notice Period: Immediate to 15 Days

Note: The candidate should be comfortable to work in rotational shift

- 8+ years of robust production support (L1/L2) experience.
- Lead and manage a team of 8-12 Technical Analysts supporting business-critical applications.
- Drive Incident, Problem, and Change Management processes while ensuring SLA compliance.
- Act as the primary escalation point for P1/P2 incidents, bridge calls, and stakeholder communication.
- Manage SLA Compliance, RCA reviews.
- Linux/Unix administration & Shell scripting.
- Java based application support.
- SQL querying and database troubleshooting.
- Azure Cloud exposure with Docker & Kubernetes.
- ServiceNow (Incident, Problem & Change Management.
- Manage and resolve tickets efficiently using ServiceNow and JIRA.
- Utilize Azure services, including Kubernetes and Dockers, for cloud-based solutions.




- Monitor logs and troubleshoot system issues.
- Take ownership of user problems and be proactive when dealing with user issues.
- Monitor all alerts and report any issue that may significantly impact the business.
- Monitoring, analysing, troubleshooting problems, providing code fixes and testing.
- Issue and query resolution.
- Willing to work in 24x7 shifts on rotational basis.
- Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.
- Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records.
- Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
- Adhere to the defined support delivery process/guidelines.
- Excellent interpersonal skills, team player, proactive, self-starter and motivated.

Thanks [email protected]

📌 Lead Technical Support Analyst (Chennai)
🏢 Wilco Source
📍 Chennai