Linux Level 2 Support Team Lead
Salary: ₱50,000 – ₱75,000 per month
About the role
You will be fully responsible for your shift and ensure that we deliver a proactive world-class support service to all our global customers. As both this role and the team are a new function, there will be emphasis for this role to contribute to defining and shaping of the scope, deliverables, toolsets and processes associated with this team. You will work to ensure the efficient running of EDGE Support Operations, providing technical support in all areas of the shift activities. This role will require a strong analytical thinker who enjoys solving problems and thrives in a high-pressure environment with shifting priorities. The EDGE L2 Shift Team Leader/Senior Engineer will need to assess multiple situations to determine tactical steps forward alongside leading a team in implementing a strategic plan. Highly organized and with exceptional attention to detail you'll be able to effectively plan and prioritize your team's workload, as well as accurately measuring and reporting on their progress.
Key responsibilities
Responsible for all operational support and tasks during your shift
Building the best Support operations team in the industry, including training and supporting the team as it grows
Planning and organizing workload of your shift team, ensuring priorities are addressed, and work is scheduled within the timescale required
Provide leadership to the shift teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, assisting leadership with appraisals and recruitment
Ensuring all support requests are dealt with within SLA and to our customers' satisfaction
Ensuring there is high quality documentation for the support Team to refer to for all tasks
Ensure implementation of any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled
Taking a lead role in assisting and coordinating any P1/major incidents
Work with your team to provide the appropriate resources for any support requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements
Monitoring live customers' EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team
About you
Minimum of 1 year's experience in an IT Operational support role working with Linux operating systems
Good understanding of core network technologies – LAN/WAN, VPN's, VNC, Routing/Switching, DNS, DHCP and Firewalls
Experience of industry standard Monitoring solutions - such as Nagios, CheckMK, Prometheus and Grafana
Experience with Cloud Services and Containerization technologies - such as AWS, GCP, Azure, Kubernetes, and Docker
Experience working in a customer-facing technical role which requires solid technical aptitude, excellent English - written and oral communications skills, and the ability to deal effectively with people at all levels and in different situations
Strong analytical skills with proven problem-solving ability
Demonstrated willingness to learn and apply innovative technology
Desirable experience with Windows operating systems, CouchDB, Resilient and redundant file systems (ideally ZFS and DRBD, alternatively advanced knowledge of similar such as btrfs, LVM, RAID, CEPH, and other clustering solutions), Shell scripting (ideally BASH, or Python, Perl, Ruby, PowerShell etc.), Exposure to working in security sensitive environments, AI/machine learning