Lead Support Engineer - Cloud, Security and Incident Management

Support Engineer – Cloud, Security & Incident Management in Enterprise IT

Job Summary

Synechron is seeking a highly experienced Lead Support Engineer to oversee the day-to-day IT operations, support activities, and incident resolution across enterprise IT infrastructure. This role involves managing complex systems involving servers, networks, cloud environments, and security protocols to ensure high availability, performance, and compliance. Your leadership will drive operational excellence, foster continuous improvement, and guide the support team to deliver reliable IT services that support business growth and regulatory standards.

Software Requirements

Required:

• Extensive experience with ITIL best practices, incident and problem management (8+ years)

• Proven ability to support cloud environments (AWS, Azure, or GCP), including cloud security and virtualization support

• Strong knowledge of network and server management, including Windows and Linux/Unix systems

• Experience managing datacenter operations, storage, and disaster recovery procedures

• Familiarity with Monitoring & Observability tools such as Nagios, Zabbix, SolarWinds, or similar

• Knowledge of security protocols: encryption, firewalls, VPNs, and access controls (ISO 27001, GDPR, PCI DSS compliance)

Preferred:

• Certifications such as ITIL, CCNP, MCSE, or AWS Certified Solutions Architect

• Experience with DevOps tools supporting automation and infrastructure as code (Terraform, Ansible)

Overall Responsibilities

• Lead and oversee daily IT support operations across infrastructure systems, applications, networks, and cloud services

• Monitor system health, performance metrics, and security controls to ensure high availability and compliance

• Respond to and resolve high-priority incidents, minimizing system downtime and impact

• Support infrastructure-related projects including upgrades, patches, and cloud migrations

• Define, implement, and continuously improve IT support processes, policies, and security controls

• Collaborate with cross-functional teams and vendors to resolve complex technical issues and ensure operational stability

• Conduct regular performance reviews, capacity planning, and disaster recovery testing

• Lead incident and root cause analysis, ensuring timely follow-up and resolution

• Mentor support teams, support staff development, and promote best practices in support and security

Technical Skills (By Category)

Infrastructure & Support Tools (Essential):

• Strong knowledge of Windows and Linux/Unix server management

• Cloud platforms: AWS, Azure, or GCP support (preferred)

• Monitoring & observability: Nagios, Zabbix, SolarWinds or similar tools

• Network security: firewalls, VPNs, encryption standards, access controls

Support & Automation:

• Infrastructure as Code: Terraform, Ansible (preferred)

• Automation scripts: Python, Shell scripting

• Incident and problem management best practices (ITIL framework)

Security & Compliance:

• Security protocols, audit logs, and regulatory compliance controls supporting GDPR, PCI DSS, or ISO standards

Experience Requirements

• 8+ years managing enterprise IT infrastructure, support, and security operations

• Proven experience supporting cloud deployments, data centers, and large-scale systems

• Demonstrable success managing incidents, outages, and change management in regulated environments

• Past leadership experience guiding support teams and driving process improvements

• Exposure to DevOps, automation, and infrastructure as code is an advantage

Day-to-Day Activities

• Monitor infrastructure systems, identify issues, and respond to incidents promptly to minimize downtime

• Support system upgrades, cloud migration, and capacity planning activities

• Lead root cause analysis and follow-up on recurring issues to improve stability

• Automate routine operational tasks through scripting and infrastructure as code

• Conduct system health checks, performance tuning, and security audits

• Collaborate with application teams, network teams, and vendors to resolve complex issues

• Maintain documentation related to systems, configurations, and security policies

• Lead incident management and escalation processes supporting high availability and security

• Mentor and develop support team skills, fostering adherence to best practices and standards

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field

• 8+ years supporting enterprise infrastructure, cloud, and security operations in regulated industries

• Certifications such as ITIL, CCNP, MCSE, or AWS certifications preferred

• Demonstrated experience supporting hybrid cloud and data center environments supporting critical business functions

Professional Competencies

• Strong analytical and troubleshooting skills for rapid issue resolution

• Excellent stakeholder management and communication skills

• Leadership qualities to manage teams and enforce best practices

• Capacity for strategic planning, capacity management, and disaster recovery testing

• Focus on operational resilience, security, and compliance standards

• Adaptability to changing technology landscapes and evolving security threats

• Proactive approach to process improvement and automation initiatives

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

Candidate Application Notice

Experience Level

Senior Level