Lead Technical Support Engineer

Date:  Feb 22, 2024

Mumbai, MH, IN, 400033

Company:  Cimpress India

Application Production Support - PR3



Job Role              :             Lead Technical Support Engineer 

Job Location      :             Mumbai   (Remote)

Experience         :             8+ years  


What are we looking for? 


  • Person with a mindset to manage a 24x7 support workforce on ground (L1).
    Developing and managing a Team of SME (L2 ).
  • Person with a good understanding of Functional Application support processes in ITSM/ITIL standards.
  • Person who can understand work expectations and goals of the Organisation, convert those into meaningful and valuable tasks and get the outcomes delivered.
  • A Team Player who is looking for continuous improvement and streamlining of processes, including Automation and Optimization, for the team to meet our customers’ expectations.
  • Experience in Onboarding New applications to provide support for.
  • 3+ years of Management experience of people/squad, 5+ years hands on experience on Application Production Support.
  • Experience in cross-team collaboration with Technical and Business teams to improve the quality of Production systems.
  • Experience in presenting and dealing with Customer and Business and Technical Leadership.
  • Good troubleshooting skills. Incident and Problem Management.
  • Good Verbal presentation skills. Adept in Using Excel, Powerpoint etc tools.
  • Able to understand the application workflows well (good understanding of applications supporting currently.) 

Good to have:  

  • Hands on monitoring or ticketing or scheduling tool from administration perspective. 
  • SQL and Linux experience.
  • AWS knowledge and knowhow.
  • Knowledge of ITSM/ITIL and experience in a ticketing tool like Jira, Service now etc.


Roles and Responsibilities:


  • Incident management – Manage the L1 Team’s Triaging, Analysis, First Response and SLA on incidents on production system and align the Team work to business needs and Company standards.
  • Problem management – Manage Problems raised and analysed by L1 and L2 and make provisions and processes to get the high priority Problems resolved.
  • Work with Cross-Functional Teams and interface with business group/ vendor for collaboration and Solution.
  • Manage the Maintenance and updating of technical documents and procedures. 
  • Manage conflicts and escalations from within team and outside. And working to solve the matter at the earliest.
  • Create and monitor dashboards to have constant check on daily operations and follow-up to further analyse the issues.
  • Standardize Operations via process creation.
  • Stakeholder Management – Identify Stakeholders for every Line of business and Manage the Communication, Collaboration and Coordination with the stakeholders.
  • Maintain and manage good Support cover on a 24 x 7 basis, using roster management and resource management.
  • Create, Maintain, Manage and Monitor KPI for all Production support teams and assist the Senior management in Team assessments.
  • Motivate the team to take up challenges and build Leaders from within team with guidance and coaching.
  • Keep a lookout for Opportunities of Growth and Changes for Production Support Team. And explore those opportunities with a vision to grow the Team’s Skills, Ownership and responsibilities.
  • Should be able to clearly define goals, Set milestones for the Team and then deliver the results to Senior Management in time.



Personal Skills

  • Candidate must have strong Communication, Collaboration, Leadership & Co-ordination skills. 
  • Strong task, process and people management skills within team. 
  • Out of the box approach mindset. 
  • Self-motivated, Taking initiative.
  • Constant Learning Attitude & Self doer.  
  • Willing to Mentor the team.
  • Positive attitude and a flexible approach. 

Job Segment: Technical Support, Technical Support Engineer, Database, Linux, SQL, Technology, Engineering