Talent Pool: UNIX/Linux Support Team Lead(EST)

Stellenbeschreibung:

This position is currently part of the Quantori Talent Pool, meaning it's not an active opening at the moment. However, we welcome the opportunity to discuss your interest and would be happy to chat with you about considering your CV for upcoming opportunities in this role.

Location

Quantori is an international team: we have colleagues who work not only from office but also remotely from all over the world.

Responsibilities

Act as the single point of contact (SPOC) between the Quantori support team and the client’s technical management.
Oversee day‑to‑day operations, ensuring efficient queue management, ticket ownership, and SLA adherence.
Conduct daily handovers, priority reviews, and incident coordination with on‑site and remote engineers.
Provide technical guidance and mentoring to L2 support engineers, ensuring consistent troubleshooting quality.
Monitor team workload and distribute assignments to maintain balance and prevent bottlenecks.
Drive continuous improvement through ticket analysis, automation initiatives, and recurring issue prevention.
Manage client communications for ongoing operations, escalations, and service improvements.
Coordinate knowledge transfer sessions, onboarding plans, and skill gap assessments for new engineers.
Facilitate collaboration between L2 and L3 teams and support cross‑functional alignment with network, storage, and application teams.
Ensure that operational procedures, SOPs, and knowledge articles are continuously updated and accessible.
Generate and present weekly and monthly service performance reports, including KPIs, SLA metrics, and incident trends.
Track ticket backlog, closure rates, and recurring issues; propose corrective actions to improve performance.
Contribute to service documentation — playbooks, escalation matrices, patching schedules, and change templates.
Support compliance, audit, and change control documentation requirements.
Participate in major incident bridges, ensuring clear communication and resource coordination.
Oversee patching and maintenance execution schedules (quarterly and on‑demand).
Validate queue hygiene and proper ticket categorization within ServiceNow.
Ensure smooth collaboration with on‑site L2 engineers for physical interventions and data center tasks.
Participate in the on‑call rotation approximately once per month, providing after‑hours support for critical production incidents.
Serve as an escalation point for the L2 team during off‑hours incidents to ensure timely response and resolution of high‑priority alerts.
Coordinate with on‑site and client teams during after‑hours incidents, ensuring communication and incident documentation in ServiceNow.
Support post‑incident analysis and reporting following major on‑call events.

What we expect

5–8 years of experience in Linux/Unix system administration or support.
Minimum 2 years of experience in a team lead or technical coordinator role.
Strong technical background in enterprise Linux/Unix operations, combined with proven experience leading small‑to‑medium technical teams.
Proficient with RHEL 6–9 and Ubuntu 20/22/24, with working knowledge of AIX, HP-UX, and Solaris.
Hands‑on experience with VMware ESX, GPFS, and LSF, along with exposure to OpenShift and RStudio environments.
Solid understanding of Ansible Tower, Red Hat Satellite, Puppet, and shell scripting for automation.
Experience with ServiceNow (ticket workflows, reporting, and change management) and TrueSight/PATROL monitoring tools is expected.
Strong communication, coordination, and client‑facing skills, with the ability to lead remote teams effectively under SLA‑driven environments.
Red Hat Certified System Administrator (RHCSA) or Engineer (RHCE) Certification, ITIL v4 Foundation Certification.
Proven record of managing distributed support teams and delivering high operational standards.
Excellent written and verbal English communication skills.
Strong ownership and accountability mindset.
Ability to translate technical issues into clear business updates.
High attention to detail, structure, and service quality.
Coaching mentality — fostering learning and consistency across the team.
Comfortable working in cross‑functional, multicultural environments.
Availability for working from 9 AM to 5 PM EST.