TECHNICAL LEAD L1

Job Description

Job Summary:

Onsite Tech lead responsible for overseeing DCMS operations, ensuring seamless content delivery, system performance, and user support. Leads incident management, stakeholder coordination, and cross-team collaboration to resolve issues and drive continuous service improvement. Ensures system reliability through proactive monitoring, maintenance, and root cause analysis.

Key Responsibilities:

• Manage day-to-day operations of Digital Content Management Systems, including user onboarding, configuration, content deployment, and reporting.

• Enable immediate onsite action for critical incidents and access issues

• Lead incident, problem, and service recovery management during outages

• Serve as primary interface with LAWA IT and Business teams ensuring real-time communication and issue tracking.

• Collaborate with L1/L2/L3 support teams, customer IT teams, OEMs, and partners for timely resolution of incidents and continuous service improvement.

• Review and approve scheduled maintenance and application upgrades

• Monitor offshore deliverables, ensuring consistent service quality

• Perform root cause analysis to resolve production issues.

• Diagnose and troubleshoot DSD & ACN applications.

• Support and manage DCMS platform, ensuring seamless content delivery and system performance.

• Conduct preventive maintenance, system health checks, patching, performance tuning, and software upgrades within defined maintenance windows.

Required Skills:

• Strong troubleshooting across Application + Cloud + Infrastructure

• Hands-on Azure cloud operations exposure

• ITSM expertise (Service Now)

• Network and system administration expertise

• Excellent communication and stakeholder management

• Ability to manage critical incidents within SLA

• Collaborative approach with client–offshore teams

Preferred Qualifications:

• 12-15 years of experience in IT including application support programs

• Strong experience in application/platform operations, incident management, and production support environments

• Proficiency in troubleshooting applications, performing root cause analysis, and managing system performance

• Hands-on experience with ITSM tools (e.g., Service Now) and stakeholder coordination in a multi-vendor environment

• Knowledge of preventive maintenance, system upgrades, patching, and offshore team coordination