UNIX/Linux Support Team Lead

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October 29

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Quantori

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Quantori is the end-to-end data, technology, and digital services partner of choice for leading biopharma and healthcare organizations across the globe.

501 - 1000 employees

💰 $15M Seed Round on 2022-07

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Healthcare benefits: medical insurance and paid sick leave • Continuous education, mentoring, and professional development programs • Certifications paid by the company