Lead IT Support Engineer (SRE)

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Written by AI from the job title and company, not by Future Mind, so some details may not match this job. The employer's own page has the real description.

Overview

The Lead IT Support Engineer (SRE) at Future Mind will be responsible for overseeing the operational stability, performance, and reliability of our IT systems and infrastructure. This role involves addressing incidents, implementing corrective actions, and enhancing the effectiveness of our IT services while collaborating with cross-functional teams. The ideal candidate will provide technical guidance and leadership to the IT support team and play a crucial role in driving initiatives that improve our platform's uptime and efficiency, ultimately enhancing the user experience for our clients.

Job Responsibilities

• Lead and manage the IT support team, ensuring timely resolution of technical issues.
• Establish and maintain incident management protocols to monitor and resolve system outages and performance issues.
• Develop and implement automation tools to streamline IT operations and improve service delivery.
• Collaborate with development and operations teams to ensure seamless deployment and integration of new technologies.
• Conduct system performance analysis and provide recommendations for improvements.
• Ensure proper documentation and updates are maintained for all IT processes and systems.
• Act as a technical mentor to team members and provide training on best practices and new technologies.
• Monitor service level agreements (SLAs) to ensure compliance and customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT support, with at least 2 years in a leadership role.
• Proficient in incident management and problem-solving methodologies.
• Strong knowledge of networking concepts, operating systems, and virtualization technologies.
• Experience with cloud infrastructure and services such as AWS, Azure, or Google Cloud Platform.
• Familiarity with automation tools and scripting languages such as Python, Bash, or PowerShell.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
• Relevant certifications, such as ITIL, CompTIA, or Microsoft Certified Professional, are a plus.

Technologies & Tools

The Lead IT Support Engineer will utilize a variety of technologies and tools to ensure optimal system performance. The role commonly involves working with cloud services (AWS, Azure, Google Cloud), monitoring tools (Prometheus, Grafana), incident management systems (Jira, ServiceNow), and scripting languages (Python, Bash). Familiarity with network management tools and virtualization software (VMware, Docker) is also beneficial for supporting our infrastructure.

Ideal Candidates

The ideal candidate for the Lead IT Support Engineer (SRE) role at Future Mind possesses strong analytical and strategic thinking skills, combined with a detail-oriented approach to problem-solving. They should demonstrate excellent leadership qualities to motivate and guide the technical team effectively. A proactive mindset with a passion for continual learning and innovation is essential, as well as the ability to work collaboratively in a dynamic, team-oriented environment. Furthermore, the candidate must thrive under pressure, maintaining calm and professionalism while addressing critical incidents and ensuring minimal disruption to services.