Tech Lead Night Shift (US EMA)

Info Origin Inc.

Website: infoorigin.com
Job details:

Role - Tech Lead Night Shift (US EMA)

Location - Pune, India (Onsite)

Experience - 5–9 Years

Employment Type - Full-Time | Permanent

Role Overview

We are looking for a technically sharp and people-oriented Technical Lead / Team Lead to anchor our Infrastructure & Virtualization support and delivery function. You will be the go-to expert for complex escalations involving virtual desktop environments, network topology, and operating system internals — while simultaneously guiding a team of support and implementation engineers to deliver exceptional customer outcomes.

This is a hybrid individual-contributor and leadership role: you will both roll up your sleeves on tough technical problems and coach your team to build long-term capability.

Core Technical Domains

Virtualization & VDI

• Deep hands-on expertise with VMware vSphere / ESXi, Hyper-V, or KVM — cluster setup, HA/DRS configuration, and capacity planning
• Experience with VDI platforms: Citrix Virtual Apps & Desktops, VMware Horizon, or similar enterprise VDI solutions (preferred)
• Understanding of desktop pooling models (persistent/non-persistent), session brokering, profile management, and application delivery
• Thin client / endpoint configuration and management

Networking

• Strong fundamentals in TCP/IP, DNS, DHCP, VLANs, routing protocols (OSPF/BGP basics), and network segmentation
• SSL VPN / IPsec tunnels, reverse proxy, load balancers, and firewall rule management
• Hands-on with ZTNA / SD-WAN concepts; familiarity with enterprise secure access solutions is a strong advantage
• Packet analysis using Wireshark or similar for deep-dive troubleshooting

Operating Systems

• Expert-level Windows Server (2016/2019/2022): AD DS, Group Policy, ADFS, IIS, RDS/RDG, certificate management
• Proficient in Linux administration (RHEL/CentOS/Ubuntu): shell scripting, systemd, log analysis, package management
• Experience with OS hardening, patch management, and baseline configuration in enterprise environments
• Familiarity with containerisation concepts (Docker/Kubernetes) is advantageous

Key Responsibilities

• Own complex technical escalations (L2/L3) across virtualization, networking, and OS layers; drive root cause analysis and ensure timely resolution
• Lead, mentor, and performance-manage a team of 3–8 support / implementation engineers
• Collaborate with Product, Engineering, and Pre-Sales teams to relay customer feedback and influence the product roadmap
• Define and maintain runbooks, SOPs, and knowledge base articles for recurring issue categories
• Drive CSAT and SLA compliance metrics for your team's ticket queue; report weekly to support leadership
• Participate in customer onboarding, proof-of-concept, and go-live support for key accounts
• Provide inputs into hiring, training plans, and team structure as the function scales
• Serve as an escalation point of contact for strategic customers and partner engineers

Qualifications & Experience

• B.E. / B.Tech / MCA in Computer Science, IT, Electronics or equivalent; advanced certifications are a plus
• 5–9 years of experience in infrastructure support, solutions engineering, or IT operations
• At least 1–2 years in a lead, senior engineer, or subject-matter-expert role
• Certifications preferred: VCP-DCV, MCSE, RHCSA/RHCE, CompTIA Network+ / Server+, or equivalent
• Prior experience in a product company, IT infrastructure vendor, or managed services environment is highly preferred

Leadership & Soft Skills

• Proven ability to lead a team under pressure while maintaining a calm, solutions-oriented approach
• Clear and confident communicator — comfortable with customer-facing escalation calls and internal stakeholder updates
• Strong analytical and structured problem-solving mindset; able to break down ambiguous issues methodically
• Collaborative team player who leads by example; invested in the growth of team members
• Self-driven, ownership-oriented, with high accountability to outcomes

Click on Apply to know more.