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Location: Goregaon, Mumbai

Job Description:

We are seeking a highly skilled and experienced Technical Support Head to join our team in Mumbai. The ideal candidate will have a minimum of 10 years of experience in the SI industry, specifically in technical support roles, and possess extensive product knowledge in server, storage, backup, networking, security, and virtualization domains. As the Technical Support Head, you will be responsible for leading and managing a team of technical support professionals, ensuring the highest level of customer satisfaction, and driving continuous improvement in support processes.

Responsibilities:

1. Lead and manage a team of technical support professionals, including hiring, training, mentoring, and performance evaluations.
2. Establish and maintain support policies, procedures, and service level agreements to ensure effective and efficient support delivery.
3. Collaborate with cross-functional teams, including sales, product management, and engineering, to address customer issues and provide timely resolutions.
4. Serve as an escalation point for complex technical issues, providing guidance and expertise to resolve customer challenges.
5. Develop and implement metrics and key performance indicators (KPIs) to measure the team's performance and identify areas for improvement.
6. Stay up-to-date with industry trends, emerging technologies, and product advancements to enhance the team's technical knowledge.
7. Foster a customer-centric culture within the support team, ensuring high levels of customer satisfaction and retention.
8. Analyze support data and trends to identify recurring issues and proactively address them through process improvements or product enhancements.
9. Collaborate with vendors and third-party partners to resolve technical issues and ensure timely delivery of support services.
10. Prepare and present regular reports to senior management on support team performance, customer satisfaction, and key metrics.

Qualifications:

1. Minimum of 10 years of experience in the systems integration (SI) industry, with a focus on technical support.
2. In-depth knowledge and experience with server, storage, backup, networking, security, and virtualization technologies.
3. Proven experience in managing and leading technical support teams.
4. Strong problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide innovative solutions.
5. Excellent verbal and written communication skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
6. Strong customer service orientation and a passion for delivering exceptional support experiences.
7. Demonstrated ability to drive process improvements and optimize support operations.
8. Familiarity with industry-standard support tools and systems.
9. Bachelor's degree in computer science, information technology, or a related field (preferred).

Job Purpose:

As the Presales Manager Infrastructure Services, you will provide consultancy services by analysing customer requirements and providing quality and cost-effective solutions to produce high quality bid proposal to our customers. You will help the organization improve its profit potential and competitive standing through continuous reviews and enhancements on products and solutions trending.

Key Accountabilities

·       Build and maintain a comprehensive and up-to-date bid materials and templates

·       Produce high quality solution and bid proposal to increase the winning chances of bids

·       Strategize and maintain standardization of products and solutions align to partnership strategy and business direction

·       Be the brand custodian

·       Team Manager

Job Responsibilities & Duties

·       Provides infrastructure presale support to internal/external team during bidding.

·       Gather bid/user requirement from tender specification; evaluates and recommends new/upgrade of software and hardware to meet the project/tender requirement.

·       Provides infrastructure architecture design through industrial best practices and standards.

·       Provides infrastructure consultancy to internal/external team.

·       Profound understanding of the interdependencies of the services (application, system, network and database) and their failover capabilities in a n-Tier Data Center Environment

·       Keeps abreast of technological advancement, emerging standards and new software or hardware solutions to continuously provide proven, innovative, cost-effective and quality solution.

·       Ability to apply experiences and knowledge into Infrastructure solutions

·       Must have good technical skills and know-how to assist in technical solution selling

·       Ability leading and conducting Proof-Of-Concept (POC) and Demo activities to assist sales in closing deals

·       Excellent communication and presentation skills (Tender presentation)

·       Excellent documentation skills with fluent English for Technical write-up and proposal writing

·       Provides technical guidance to junior colleagues in their work

·       Any other duties as and when assigned.

Financial Accountabilities

·       To meet the set target revenue and profit yearly set by the management committee

Minimum Education/Qualifications

·       Degree in Computer Science or related IT discipline with minimally 8 years of relevant experiences in System Integrator environment

Minimum Years/Type of Experience

·       An experience Team player.

·       Generally, the candidate should have minimally 5 years of relevant working experiences in establish system Integrator organization with IPv6 domain experiences.

·       He/She should have good domain knowledge in Government bid process and their domain solution.

·       In addition, he/she should have the experiences and skillsets in the following Infrastructure domain areas:

o  Networking: Preferably CCNP with in depth knowledge of market leading brands of Firewalls, Load Balancers, Routers and Switches, IPS/IDS, Global Traffic Manager, Wireless and IP Telephony in a n-Tier Data centre environment.

o  Application: Familiar with middleware products and their role on multi-tier architecture, broad understanding of the ORACLE and IBM suits and RedHat JBoss group of Middle-wares.

o  Databases: Sound knowledge and experiences with different types of database products, replication technologies and (eg. Oracle, IBM DB2, MSSQL, MySQLs) and their role on multi-tier architecture in a multi-sites environment.

o  Server: Sound knowledge and experiences on server virtualization and able to calculate the compute resources sizing based on project requirements inputs; good understanding of architecture components for all tiers, storage, back up and server security. General understanding of the major hardware platforms (Oracle Sun, IBM, HP, DELL, etc).

o  Storage: Sound knowledge and experiences on storage networking and data replication, sizing requirements, implementations and SAN / NAS replication as well as COLD / WARM DR storage architecture. Preferably having a good understanding of FCoE, FCIP concept and theory would be advantage.

o  Security: Preferably CISSP certified and familiar with the industry trends in relation to security solutions and best practices such as infrastructure hardening, endpoints and SIEM solution, advance threats and mitigation know-how.

o  Cloud: Good understanding of Cloud Computing solutions with experiences in design, implementation and      operation of IaaS. PaaS platform for various type of hypervisors. Essential knowledge in Micro-services architecture (Kubernetes)

o  Essential knowledge of Government Infrastructure Policies and Implementation knowledge in Government      Commercial Cloud and Private Cloud

Hi 

Storage Engineer –L3

·         Must have skills: HP or EMC or Netapp. HP is preferred.

Experience:  6 years - 14 years
NP: Preferred Immediate to 30 days
Location: Mumbai