Finflux - Tech Support Lead (4-8 Yrs) Bangalore (Others)

The role : In this role you would manage a team of up to 5 people, who are responsible for day-to-day maintenance and support of multiple installations of our platform. This role would be the first level of escalation for customers and for our internal support engineers. The role of the Production Support Lead is a technicalmanagerial role This role will report to the Customer Success Head and manage the people to support daily operational and technical support activities (monitoring and maintaining Servers and services of the platform). Responsibility : - Manage the support team that does technical support, report changes and data migrations - Define strategic direction for the support team and tools to be used by the team - Analyze high priority problems reported from live installations, diagnose and do data or configuration fixes, as needed - Be the first level of escalation if support engineers are not able to solve any issues or meet timelines/SLAs - Work with end users constantly to analyze and resolve high priority issues reported - Work with development leads and developers to identify and resolve more complicated problems - Access database or Admin user interface to analyze the data and conclude if there is any issues in data or configurations, which causes issues for users - Prepare/adapt scripts or create scripts aggressively to automate manual / repetitive tasks through scripting.
-Automate scripts / tasks for reporting and maintenance; and build anomaly detectors where ever applicable - Provide feedback from customer users to the product team - Maintain on-going record of problem analysis and resolution activity in an on call tracking system.
-Proactively monitors production and non-production environments and applications. Fix any issues in the same.
-Be proactive and independent in reviewing and monitoring, identifying fixes to issues - Review new reports or changes to reports that are requested by users of the platform Mandatory Skills : - Strong skills in MYSQL and writing SQL queries - Exposure to doing technical support on a SaaS platform, preferably in a lead role - Automation scripting: More advance tools preferred; Ex: Shell scripting, Python, perl. Desired Skills : - Prior programming experience; in SQL, stored procedures or reporting - Prior exposure to leading a technical support team in a formal environment

Required Skills : English