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Lead L1 Support

Maharashtra, India (On-site)

Lead L1 Support

1 Hour ago • 5-6 Years • DevOps

About the job

4 skills required for this role

Test your skills to join the top 1% applicants for this job

shell

gitlab

linux

security-scanning

Job Description

Lead L1 Support role focused on migrating from Odyssey and GitLab to a bank's DevCloud build toolchain. Responsibilities include providing multi-lingual technical support (phone, chat, email), issue triage, root cause analysis, collaboration with internal and external teams, escalation management, documentation, 24/7 support on a rotational basis, and team leadership. The role involves managing a dispersed team, handling high-priority tickets, collaborating with various stakeholders, and developing remediation plans for end-of-life technologies. The team supports various systems and applications used by engineers for building and deploying applications, ensuring regulatory compliance.

Must have:

5-6 years customer support experience
Fluency in English
Programming background
Linux understanding
Shell scripting
Team management experience
Experience with ETL and batch processes
24/7 shift work experience

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Project description

The goal is to demise Odyssey and GitLab and switch to bank's DevCloud build toolchain.
The team comprises the following functional areas:
• Build & Deploy DevOps toolchains (Odyssey and CS GitLab)
• Security scanning
• Collaboration Tools
• Software Governance
These functions are supported by various systems and applications used by engineers to build and deploy their internally built and vendor applications while meeting all regulatory requirements.
There are two Build & Deploy DevOps toolchains: Odyssey and GitLab, with Odyssey covering approximately 80% of applications and CS GitLab covering the remaining 20%. There are seven approved supported deployment tools (which are maintained outside of this team), and Odyssey and GitLab will call these tools to deploy artefacts onto a target environment. The goal is to demise Odyssey and GitLab and switch to bank's DevCloud build toolchain.

Responsibilities

Triage the issue (or fulfil the request) following the Knowledge Base (KB), which includes:

Providing our customers with professional multi-lingual technical support for various business critical applications by phone, chat and email

Taking ownership of each client issue through root cause and solution

Interacting daily with internal 2nd and 3rd level support staff, with Traders / Sales / Client Relationship teams and with external client technical staff

Coordinating / escalating to other support teams and business groups

Collecting complete information from the end user (via Teams communication)

Running automated troubleshooting packages/scripts

Advising the end user

Documenting the issue in the ticket

Resolve the ticket or assign it to the L2 sub-group

If required, return to the user for more information required by L2, or to relay information from L2

Providing 24/7 support in rotas (1st, 2nd and 3rd shift)

Skills

Must have

Ideally 5-6 years of customer support experience

Fluency in English (written and spoken)

Programming background

Understanding of Linux

Ability to write shell scripts

Experience managing teams dispersed across different locations

Experience managing work in rotas and shifts

Experience with ETL processes and tools

Experience with batch processes and tools

Regular activities as Team Lead of Technology Operations Center (TOC) team.

POC for high-priority tickets including overall triage and management

Collaboration with senior Operations, Development, Infrastructure staff as well as 3rd party

Support vendor and work to forge solid relationships with these teams.

Environment planning and ensure all end-of-life technologies have a remediation plan.

Identifying, monitoring, and reporting trends, driving go-to-green plans.

Assistance with work driver and alert reduction efforts across the application portfolio

Nice to have

TBD

Other

Languages

English: C1 Advanced

Seniority

Lead

View Full Job Description

About The Company

Luxoft

1297 Active Jobs

Luxoft, a DXC Technology Company (NYSE: DXC), is a digital strategy and software engineering firm providing bespoke technology solutions that drive business change for customers the world over. Acquired by U.S. company DXC Technology in 2019, Luxoft is a global operation in 44 cities and 21 countries with an international, agile workforce of nearly 18,000 people. It combines a unique blend of engineering excellence and deep industry expertise, helping over 425 global clients innovate in the areas of automotive, financial services, travel and hospitality, healthcare, life sciences, media and telecommunications.

DXC Technology is a leading Fortune 500 IT services company which helps global companies run their mission critical systems. Together, DXC and Luxoft offer a differentiated customer-value proposition for digital transformation by combining Luxoft’s front-end digital capabilities with DXC’s expertise in IT modernization and integration. Follow our profile for regular updates and insights into technology and business needs.