Lead – IT support / Technical Support –Both Hardware & Technical support

Provide support to Level 2 support resources and handle tickets escalated by them and make sure to involve next level support on time (if required) to minimize the impact.
Ensure all the defined contractual SLAs with customer targets are met.
Regular meeting with Customer and ensure that all the feedbacks are recorded, and corrective/preventive measure are kept in place (if required)
Keeping track of necessary documentation and records and make sure that they are updated on scheduled frequency.
Candidate will be SPOC for any scheduled/emergency maintenance activity scheduled by customer which may impact our systems.
Keeping track of the new released patches/hot fixes of relevant application OEMs and implementing at site by following proper change management procedure.
Coordination with network, ISP and other vendors in case of failure due to unavailability of their services impacting system performance.
Monitoring the overall performance of systems and highlight if there is/are indicators impacting system performance.
Providing software application support
Performing analyses on software application functionality and suggesting improvements to work with product team.

Ensuring effective front-end and back-end functionality of applications.
Consulting with the software development team, internal users, and clients to improve application performance.
Establishing the root causes of application errors and escalating serious concerns to the Senior Engineer.
Testing of production environment, latency, availability, change management, efficiency, monitoring, capacity planning, and emergency response handling of software development processes and production services.
Conducting reviews and analyses of events and incidents
Keeping a record of configuration changes and scheduling application updates.
Optimizing processes in the application and production lifecycle
Documenting processes and monitoring application performance metrics.
Providing front-end support to clients and colleagues in other departments.
Managing on-site operations and staff 24×7 work environment
Attending customer meeting on site performance and reporting

Minimum 3-4 experience in Aviation IT support or eight year experience in IT industry
Experience supporting various hardware and peripheral components in an on- site environment.
Minimum 2 year experience of working in a customer facing environment.
Excellent interpersonal skills are essential.
Strong work ethic, result oriented as well as excellent oral and written
communication skills are required.
Candidates having MCSE / CCNA certification will be preferred.
Demonstrable experience as an application support engineer in a related field.
Advanced proficiency in determining the root causes of application errors.
Advanced knowledge of front-end, back-end programming languages & services, such as C++, Javascript , Python, Kafka, Elastic search
Understanding and Basic knowledge of Redis, MongoDB, SQL and Oracle database