Job Description
Job Title: IT Lead Company: Capline Services

Location:
Noida, Sector 62

Experience:
5
- 10 Years

Salary:
17 LPA (Depends on interview) Employment Type: Full-Time Role Overview Capline Services is seeking an experienced Assistant Manager IT Support to lead IT Support Team of 6-8 members including Infrastructure, IT Operations, Networks, Cybersecurity, Systems Administration, and Digital Transformation initiatives. The ideal candidate should have strong technical expertise,leadership experience, and hands-on exposure to automation and AI-driven technologies.
The IT Support Lead balances day-to-day frontline operational guidance with strategic process improvements. This role manages shift coverage, coaches Tier 1 and Tier 2 specialists, acts as the highest point of escalation for complex disputes, and optimizes workflows to uphold service levels and team morale.

Key Responsibilities

- Multi-Channel Issue Resolution: Lead IT Support Team to handle OnShore-US/OffShore IT Support across chat, email, and voice & ticketing systems within established service-level agreements (SLAs).
- Technical Troubleshooting: Replicate bugs, triage edge cases, and isolate user error versus software defects, escalating verified incidents to cross functional teams with clear reproduction steps.
- Knowledge Base Maintenance: Author and update internal troubleshooting guides and Knowledge Base Articles to improve customer self-service rates.
- Customer Advocacy: Identify recurring user pain points and collaborate with cross functional teams to champion usability improvements.




- Performance Targets: Consistently meet or exceed individual targets for Customer Satisfaction (CSAT/CES), First Contact Resolution (FCR), and handle times.
- Firewall : Configure and manage FortiGate and SonicWall firewalls.
- Networking : Design and maintain secure network infrastructure including VLANs, VPNs,SD-WAN, IDS/IPS, and ACLs.
- Manage enterprise networking, routing (BGP/OSPF), switching, TCP/IP, and network security.
- Cybersecurity operations including threat detection, incident response, vulnerability management, SIEM, and EDR/XDR solutions.
- Windows Server Administration (2016/2019/2022), Active Directory, DNS, DHCP, Group Policies,and Identity Management.
- Manage Google Workspace administration and security.
- Automation : Develop automation solutions using PowerShell, scripting, and AI tools such as Claude, Codex, and GitHub Copilot.
- IT Infra : Lead IT infrastructure, cybersecurity, and digital transformation projects.
- IT operations : Manage vendors, and support teams while driving process improvements and operational excellence. Required Skills
- Operations, Networks, Cybersecurity, and Systems Administration.



Minimum 3 years of team management and enterprise IT operations experience.
- Hands-on experience with helpdesk platforms (e.g., Zendesk, Intercom, Freshdesk, Salesforce Service Cloud) and collaboration tools (Jira, Slack).
- Exceptional written and verbal communication skills with the ability to explain complex technical concepts simply and empathetically.
- Strong analytical reasoning and high comfort with ambiguity when dealing with undocumented edge cases.
- Ability to thrive in a quick-evolving product ecosystem with shifting priorities and frequent feature releases. Technical Skills FortiGate & SonicWall Firewalls VLANs, VPNs, SD-WAN, IDS/IPS, ACLs BGP, OSPF, TCP/IP, Routing & Switching Windows Server Administration Active Directory & Identity Management Google Workspace Administration PowerShell Scripting & Automation SIEM, EDR/XDR, Security Monitoring Wireshark & Network Troubleshooting AI-assisted productivity and automation tools Education & Certifications Bachelor's Degree in IT, Computer Science, Cybersecurity, or related field. Preferred: Fortinet NSE, CCNP, CEH, Security+, CISSP, Microsoft or SonicWall Certifications. Perks & Benefits Health Insurance Coverage Disability Insurance Leave Encashment Saturday & Sunday Off Timely Salary Disbursement Rewards & Recognition Programs Employee Engagement Activities Interested candidates can send their resume at [email protected] , [email protected], [email protected], [email protected]

📌 Information Technology Lead (Noida)
🏢 Capline Services
📍 Noida