Lead IT Support Engineer (SRE)

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Job Overview

The Lead IT Support Engineer (SRE) at Future Mind will play a critical role in ensuring the reliability, performance, and availability of our IT systems and services. This position combines technical expertise with leadership responsibilities, guiding a team of IT professionals to support and enhance our infrastructure. The ideal candidate will be responsible for managing incident response, implementing monitoring solutions, and driving projects aimed at improving system resilience. A strong focus on collaboration and communication is essential to align IT support strategies with business objectives.

Job Responsibilities

• Oversee and manage IT support operations, ensuring timely response and resolution of incidents.
• Implement and maintain robust monitoring solutions to anticipate and mitigate potential system issues.
• Lead and mentor a team of IT support engineers, fostering a culture of continuous improvement.
• Collaborate with other IT teams to optimize system performance and availability.
• Develop and enforce IT support policies, procedures, and documentation.
• Coordinate with vendors and third-party service providers to ensure efficient service delivery.
• Proactively analyze system performance metrics to identify areas for improvement.
• Participate in on-call rotations to provide after-hours support as needed.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT support or system administration, with at least 2 years in a leadership role.
• Strong understanding of ITIL principles and experience in incident management.
• Proficient in Linux and Windows operating systems and scripting languages.
• Experience with cloud services like AWS or Azure.
• Excellent problem-solving skills and the ability to handle high-pressure situations.
• Strong communication skills, both written and verbal.

Technologies & Tools

The Lead IT Support Engineer will utilize a variety of technologies and tools to enhance system reliability and user support. Key platforms include cloud services such as AWS and Azure, monitoring solutions like Prometheus and Grafana, as well as incident management systems such as ServiceNow. Familiarity with version control systems (e.g., Git) and configuration management tools (e.g., Ansible, Puppet) is also advantageous.

Ideal Candidates

The ideal candidates for this position will possess strong leadership qualities, demonstrating an ability to inspire and guide their team while fostering a collaborative work environment. They should exhibit a proactive approach to problem-solving, driven by a passion for technology and a commitment to service excellence. Adaptability to changing circumstances and the ability to manage multiple priorities effectively will also distinguish successful candidates. Furthermore, candidates should align with Future Mind's values of innovation, integrity, and customer-centric focus.