Associate Manager - Enterprise Support

We are looking for Associate Manager, Enterprise Support to join our Support team in Trivandrum, reporting to the Manager of Enterprise Technical Support. In this role, you will lead a team of enterprise support engineers that are responsible for the 24/7 support of our rapidly growing cloud platform, drive major incidents, work with cross-functional teams until resolution, and drive root cause analysis efforts. will be crucial to success in this role. 

You’re the ideal candidate if you are a strategic thinker who has hands-on experience in all functional areas, is driven to collaborate across teams, operates independently, and is driven by meeting deadlines and achieving results.

What you’ll do: 

• Solve issues and participate in on-call support, ensuring availability and performance of the Infoblox cloud environment
• Work closely with various groups within Operations to drive efficiencies, including authoring of runbooks and key alert metrics, and overall health and stability of monitoring
• Represent the DDI in meetings/process changes and make recommendations on new procedures and processes
• Work with your peers across the organization to handle related or dependent release activities
• Supervise all DDI engineers and ensure all duties and tasks are being performed expertly and effectively during each shift
• Mentor and coach new team members
• Provide incident commander responsibilities, contribute to the post-incident review, and follow through with action plans

What you’ll bring: 

• 3-5 years in hands-on team lead
• Basic understanding of Networking Concepts, DNS, DHCP 
• Experience in systems administration or technical operations
• Hands-on experience maintaining and troubleshooting Linux/UNIX servers in a production environment
• Exceptional collaboration, social, and interpersonal skills
• Ability to remain calm and collected in stressful situations, such as a major service outage
• Ability to identify opportunities for improvement and drive those plans to completion
• Comfort working in a dynamic environment with a highly technical team
• Demonstrated attention to detail, follow-through, and ability to prioritize quickly