Technical Lead

Role Summary:

The Technical Lead UNIX is responsible for overseeing the planning, execution, and management of preventive maintenance, project implementations, and incident resolution for Unix/Linux systems. This role involves managing a team of engineers, ensuring adherence to timelines, and driving the technical resolution of complex problems. The Technical Lead plays a crucial role in optimizing project workflows, preparing problem management reports, and supporting tender processes.

Main Job Tasks and Responsibilities:

Team Leadership and Coordination:

Plan and assign engineers to preventive maintenance activities and project tasks, ensuring efficient use of resources.

Review preventive maintenance and project status reports to identify key areas for improvement.

Monitor incident tickets, ensuring they are escalated and resolved according to process and Service Level Agreements (SLAs).

Follow up on incident ticket statuses, ensuring timely submission of incident and problem management reports.

Preventive Maintenance and Documentation:

Plan and review preventive maintenance processes to ensure continuous
improvement and operational efficiency.

Review and enhance preventive maintenance report templates and project
documentation to meet evolving needs.

Ensure preventive maintenance activities are carried out within the stipulated timelines and reported back to customers.

Review preventive maintenance reports with customers, ensuring high levels of service quality.

Project Implementation and Problem Management:

Lead the resolution of project-related technical implementation issues and ensure projects are completed within agreed timelines.

Define project risks in collaboration with Project Managers, implementing
appropriate mitigation strategies.

Lead problem management efforts, coordinating with technical teams to resolve complex technical issues.

Implement advanced and complex technical solutions as required.

Tender Support and Costing:

Assist in the development of tender Scope of Work (SoW) and clarifications for maintenance contracts.

Provide costing for incident support, defining the scope of work and man-days required for project implementations.

Attend tender briefings and provide technical input to pre-sales teams on complex solutions.

Training and Development:

Identify and plan the technical training needs for Level 1, 2, and 3 engineers, ensuring continuous development and skill enhancement.

Conduct technical knowledge-sharing sessions to foster team growth and prepare engineers for complex project requirements.

Key Measurements:

Customer Satisfaction (CSAT) Score: Ensure high levels of customer
satisfaction through effective technical support and project delivery.

SLA Compliance: Monitor and ensure all incident tickets and project tasks are
completed within the agreed Service Level Agreements.

Project Delivery: Track project implementation progress, ensuring timely delivery and resolution of technical challenges.

Team Development: Lead the development of technical skills across all
engineering levels, ensuring the team is equipped to handle complex tasks.

Education and Experience:

Qualifications: Diploma or Degree in Information Technology or a related field.

Relevant Industry Experience:

Minimum of 3 to 5 years of experience managing a small team in an IT environment, with strong knowledge of Unix/Linux platforms.

Technical Expertise:

Proficiency in two or more Unix/Linux operating systems, including Solaris, AIX,Red Hat, CentOS, Oracle Linux, Ubuntu, SUSE Linux.

In-depth knowledge with two or more virtualization technologies, including OVM for SPARC (LDom), Solaris Zones, OVM for x86, Oracle Linux KVM, Red Hat Virtualization, LPAR, VMware vSphere, Hyper-V, Nutanix AHV.
In-depth knowledge with one or more high availability cluster computing solutions, including Solaris Cluster, Red Hat Cluster Suite, HACMP, VCS.
In-depth knowledge with storage technologies including SAN zoning, I/O
multipathing, ZFS Storage Appliances and various vendor solutions (Dell EMC,
HPE, Pure Storage, Hitachi Data Systems, NetApp).

In-depth knowledge of hardware (server, storage (SAN/NAS/iSCSI), switches),
hardware management tool (ILO/iDRAC/ILOM/HMC), networking (VLAN, IPMP,
teaming, bonding, LACP), volume managers (LVM, SVM, VxVM), filesystems
(ZFS, XFS, ext4, JFS2, VxFS, NFS), LDAP, DNS, Syslog, and OS security
configuration, troubleshooting, and implementation.

Additional Skills:

Capable to communicate effectively with wide range of people. Strong
ability to work independently and manage complex technical projects with minimal supervision. Empower and develop others in the team.

---