F5 Supervisor Desktop Support 

India, Telangana, Hyderabad 

599429971

This position's responsibilities were established to supervise the SOC team under the general direction of an IT manager. The core functions of this position include strategic and tactical planning, data analysis, standards development, and reporting—technical assistance for end-users and supportedapplications/hardware

• Plans, organizes, coordinates, assigns, and evaluates the activities of the IT Operations Center (ITOC) staff; sets work priorities, performs informal and formal evaluations, and provides professional growth opportunities; provides training, guidance, and work counseling as needed for actively working to create a team based on best practices to accomplish F5's goals and objectives effectively.

• Act as a direct point of contact for customer escalations.

• Assures the ITOC team is effective and efficient, meeting our users' needs through appropriate, ongoing evaluation systems and professional growth strategies, and actively works to create best practices to accomplish F5's strategic goals and objectives effectively.

• Leads and directs weekly staff meetings with assigned staff members to actively work towards implementing key initiatives.

• Reviews support ticket reports; identifies significant issues related to providing a high level of customer service as defined by ITIL standards.

• Involved in developing, modifying, and executing company policies that affect immediate operations and may have company-wide effects.

• Works with other teams to improve the collaboration between the ITOC and their stakeholders

• Responsible for upholding F5's Business Code of Ethics and promptly reporting violations of the Code or other company policies.

• Other duties as assigned.

• B.S. Degree in Computer Science or another technical degree.

• 6+ years of Information Technologies experience.

• 0-3 years leading or managing a technical team.

• KCS Practices or Trainer certifications are preferred.

• Demonstrated experience in managing and developing employees.

• Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices.

• Knowledge of support center metrics and ability to develop teams to key performance indicators.

• Experience with case management ticketing systems and workforce management programs is a plus.

• Ability to work in a collaborative team environment.

• Solid written and verbal communication skills.

• Experience withLinux and virtual machine technologies.

• Understanding of Microsoft cloud technologies

• Experience with XSLT, Perl, Python, Java, and other standard technologies used in web development preferred.

• Working knowledge of automation testing.

• Practical experience in automation with Python/Shell scripting.

• Strong working knowledge of Linux/Unix.

• Familiarity with developer tooling like GitLab.

• Exposure to common cloud platforms like AWS, Azure, or GCP.

• ITIL framework: Familiarity with the ITIL (Information Technology Infrastructure Library) framework and its processes, especially incident management and problem management, can be beneficial for providing efficient and structured support.

• Security fundamentals: It is essential to be aware of cybersecurity best practices and knowledgeable about handling security incidents, such as malware infections or phishing attempts.

• Leadership and Team Management: As a supervisor, you'll be expected to lead a team or mentor junior support staff. Therefore, experience in team management or leadership roles is valuable.

• Documentation and Process Improvement: Experience creating and maintaining documentation, standard operating procedures (SOPs), and knowledge base articles is valuable. Additionally, it is important to identify opportunities for process improvement and implement streamlined workflows.

• Hybrid working mode

• Career growth and development opportunities

• Recognitions and Rewards

• Employee Assistance Program

• Competitive pay,, and cool perks

• Dynamic Interest Groups

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.