WinMethods Technologies Pvt Ltd
Website:
winmethods.com
Job details:
Job Title: Technical Support Lead / Sr. System Administrator (ITSM Focus)
Location: Hyderabad
Experience: 5–6 Years
Employment Type: Full-time
Role Description
This is a full-time, on-site position located in Hyderabad for a Technical Support Lead specializing in IT Service Management (ITSM) and Systems Administration. The Technical Support Lead will oversee the resolution of user issues, manage and monitor IT systems, perform troubleshooting, and ensure optimal system performance. Additionally, the role involves delivering exceptional customer support, maintaining customer satisfaction, and implementing best practices in IT operations to improve efficiency and effectiveness.
Qualifications
- Strong expertise in Technical Support and Troubleshooting to analyze and resolve complex systems and application issues.
- Proven Analytical Skills to assess issues, trends, and develop actionable solutions.
- Exceptional Customer Support and Customer Satisfaction skills, with a demonstrated ability to communicate effectively with non-technical users.
- Familiarity with IT Service Management (ITSM) practices and systems administration tools.
- Strong organizational and leadership capabilities to manage and mentor team members effectively.
- Bachelor’s degree in Computer Science, IT, or a related field is preferred.
- Relevant professional certifications (e.g., ITIL, Windows Server, or Linux certifications) are a plus.
- Ability to work effectively on-site and handle multiple tasks in a fast-paced environment.
Key Responsibilities
1. Support Team Leadership & ITSM Operations
- Lead and mentor L1 support engineers working in shifts
- Own incident, service request, and escalation management
- Ensure SLA/KPI adherence and high-quality ticket handling
- Act as the final escalation point for critical issues
- Drive problem management by identifying root causes and implementing permanent fixes
- Ensure proper shift handovers, documentation, and knowledge base updates
- Monitor and improve service delivery using ITSM best practices
2. Hands-on Technical Support
- Troubleshoot complex Windows, identity, and access-related issues
- Support post-deployment stabilization for Microsoft 365 environments
- Handle high-priority / major incidents with business impact
- Collaborate across teams for faster resolution and service restoration
3. System Administration & Infrastructure Ownership
- Manage and maintain:
- On-premise Windows Servers
- Azure virtual machines and cloud services
- Active Directory (users, groups, GPOs)
- Microsoft 365 administration (Exchange, Teams, SharePoint)
- Perform patching, system hardening, and performance optimization
- Ensure infrastructure availability, reliability, and scalability
4. Network & Security Oversight
- Oversee basic network infrastructure (switches, firewalls)
- Monitor endpoint security and antivirus compliance
- Manage backup solutions and recovery processes
- Support security best practices and vulnerability remediation
5. ITSM Process Ownership
- Implement and manage ITSM processes aligned with ITIL:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Work with ITSM tools like ServiceNow or Jira Service Management
- Maintain CMDB, asset tracking, and documentation
- Drive continual service improvement (CSI) initiatives
Required Skills & Competencies
- Strong experience in IT support operations within MSP environments
- Solid understanding of ITSM / ITIL processes
- Expertise in:
- Windows Server Administration
- Azure & Microsoft 365
- Active Directory & Identity Management
- Knowledge of networking fundamentals (DNS, DHCP, Firewall basics)
- Excellent troubleshooting and escalation handling skills
- Strong leadership, communication, and stakeholder management
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