Lead Support Engineer

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.

Position Summary:

The Technical production lead will be responsible for leading daily support team shift as a key member of the Ignite operations team reporting to Shift Manager.

Job Responsibilities:

• Lead a daily support team shift as a key member of the Ignite operations team.
• Ensure 24x7 availability for critical systems; identify, troubleshoot and resolve performance issues.
• Be a hands-on leader of a team of NOC / support engineers responsible to identify, triage and escalate issues to L3 or engineering teams to ensure issues are resolved with in SLA
• Accountable for ensuring ticket creation, updates, and resolution are accurately completed within SLAs.
• Manage escalation of critical customer issues.
• Serve as Incident Manager for Major Incidents and lead RCA closure
• Coordinate the resolution of customer issues from onboarding through implementation and production.
• Work closely with customers and internal teams to ensure Ignite platform operate as expected.
• Responsible for key IT Service Management components including Incident, Problem, and Change Management activities within shift.
• Lead daily shift hand-off calls to ensure 24/7 continuity of service between US/Italy & offshore support teams.
• Communicate status and action plans to internal stakeholders, partners, and customers including ‘C’ level executives.
• Provide input to governance meetings and continuous improvement initiatives to reduce tickets and prevent repeated incidents.
• Help identify and develop talent from within your team of infrastructure and application support engineers.
• Work in rotational shifts and provides 24x7 shift support.

 Basic Qualifications:

• Experienced Techical Support Lead with 7+ yrs experience
• Candidate should be a Graduate and from computer science background
• Linux certification
• Experience with ITIL or other industry-recognized Service Management discipline.
• Experience directing the efforts of others as either a senior resource or team lead; or demonstrated readiness to assume this responsibility.
• Ability to work in 24x7 rotational shift
• Experience in java development back ground will be a plus

Preferred Qualifications & Desired Competencies:

• 24X7 rotational shifts (including night shifts and Weekend/holiday support)
• Experience in supporting complex enterprise solution with large volume of daily transaction and 99.99 SLA targets in 24X7X365 environment
• Experience in managing monitoring alerts, incident detection, resolution, and coordination of resolution efforts with both customer and internal resolver teams.
• Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan.
• Developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined processes to ensure quality outcomes.
• Experience with Jenkins, Docker containers, Kubernetes
• Hands on experience on Linux L3 support including RH Linux, CentOS & CoreOS system administration, OS configuration and troubleshooting, experience on live server support and troubleshooting.
• Experience on Apache/Nginx, Tomcat, Redis, HiveMQ, Kafka, Jenkins, GitLab, Shell Scripting, Network and Server monitoring tool like Prometheus/Grafan, Nagios, etc. is required. 
• Experience with relational and NoSQL database technologies such as Oracle, SQL Server, Postgre, Cassandra and MongoDB.
• Sound knowledge on AWS Infrastructure management, experience on AWS EC2, S3, DynamoDB, VPC, Cloudformation etc service is must.
• Excellent communication and customer handling skills. Understanding and adherence to customer SLAs
• Good to have Compliance understanding such as ITIL,ISO 27001 or SOX

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.