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Job Title: System operations leadLocation: Bengaluru, KA Shift Timings:Saturday to Tuesday – 6:00 AM to 4:00 PM (2 Engineers)Saturday to Tuesday – 8:00 AM to 6:00 PM (2 Engineers)What You’ll Do:Act as the primary point of contact for both technical and non-technical escalations in India.Maintain and administer cloud services, including:Backups & restoresSoftware installations & updatesProblem investigation and escalationCoordinate with Development, Support, and Implementation teams to deliver optimal client experience.Manage SLAs and OLAs, perform regular reviews, and drive continuous improvements.Create and maintain policy and procedural documentation.Collaborate with other cloud services teams to resolve issues and manage configuration changes and testing.Perform SQL-related activities: database backups, restores, and running scripts.Manage shift rosters and align team activities across daily, weekly, and monthly timelines.Take on additional responsibilities as assigned by management.4What You’ll Need to Succeed:Availability to work remotely or from an office, in 10-hour shifts as per above.10+ years of technical support experience in Windows domain and SQL environments.Ability to troubleshoot a range of simple to complex technical issues.Technical Expertise Required:1. System AdministrationInstall, configure, and maintain Windows servers and workstations.Optimize SQL Server performance and manage SSMS for admin tasks.2. Database ManagementDesign, implement, and maintain insurance-related database systems.Handle backups, restores, and disaster recovery plans.Monitor and troubleshoot database performance issues.3. Technical SupportProvide advanced support for Windows, SQL, and SSMS.Assist junior team members and coordinate with software vendors.4. Security & ComplianceImplement security policies and ensure regulatory compliance.Conduct security audits and vulnerability assessments.5. Project ManagementLead system upgrades, migrations, and other IT projects.Collaborate with cross-functional teams and maintain documentation.6. Performance MonitoringIdentify and resolve bottlenecks in systems and databases.Apply tuning techniques and optimize configurations.7. Team LeadershipMentor and train team members.Handle performance reviews and task delegation.8. Incident & Problem ManagementManage incidents and root cause analysis.Implement preventive actions and response plans.9. Documentation & ReportingMaintain comprehensive technical documentation.Generate performance and incident reports.10. Continuous ImprovementStay updated on industry trends and emerging tech.Drive process improvement and best practices.