Shift Lead (Support & Operations)

Job Summary

Role Overview  

Acts as second-level support responsible for handling escalated incidents and performing advanced troubleshooting in Linux environments. Ensures quick resolution of critical production issues while maintaining system stability and performance. Works closely with L1 and L3 teams to implement fixes, perform root cause analysis, and follow SLA and operational standards

Key Responsibilities

Key Responsibilities  

• Analyze system performance and tune systems  

• Handle escalated incidents and perform RCA  

• Troubleshoot complex OS and application issues  

• Perform filesystem and LVM management (extend, mount, troubleshoot disk issues)  

• Handle boot-related issues (GRUB, kernel panic, recovery mode)  

• Manage users, permissions, and authentication (SSSD/LDAP)  

• Perform OS patching and upgrades  

• Maintain and troubleshoot NFS, CIFS, and network mounts  

• Manage services and support applications  

• Analyze logs and identify recurring issues  

• Validate backups and assist recovery  

• Automate tasks using shell scripting  

• Participate in on-call support and major incident bridges  

• Create and maintain technical documentation and SOPs  

• Implement changes via change management  

• Escalate critical issues with detailed logs  

Skill Requirements

Required Skills  

Strong Linux knowledge, filesystem, networking, SSSD/LDAP, patching, troubleshooting, Scripting (Bash or Python).  

Other Requirements