Technical Support Lead

3 weeks ago

Mohali, Punjab, India Americana Restaurants Full time

Technical Support Lead – ALMP Platform

About Americana Restaurants International PLC

Americana Restaurants International PLC is a pioneering force in the MENA region and Kazakhstan's Out-of-Home Dining industry, and ranks among the world's leading operators of Quick Service Restaurants (QSR) and casual dining establishments. With an extensive portfolio of iconic global brands and a dominant regional presence, we have consistently driven growth and innovation for 60 + years.

Our expansive network of 2,600 + restaurants spans 12 countries throughout the Middle East, North Africa, and Kazakhstan — from Kazakhstan in the east to Morocco in the west — powered by a team of over 40,000+ talented individuals committed to delivering exceptional food, superior service, and memorable experiences.

In line with our vision for innovation and operational excellence, we have established our Center of Excellence in Mohali, India. This facility plays a pivotal role in product development, IT, Digital, AI, and Analytics, as well as in implementing global IT best practices. Serving as a strategic hub, it is integral to strengthening our technology backbone and driving digital transformation across our worldwide operations.

Your Impact

In this role, you will lead and inspire a high-performing technical support team, ensuring every customer interaction is handled efficiently, professionally, and with care.

Your Role Will Include:

  • Leading, mentoring, and motivating the technical support team to achieve performance goals.
  • Overseeing timely resolution of customer inquiries, technical issues, and escalations.
  • Allocating resources effectively to meet SLAs and optimize productivity.
  • Providing continuous training, coaching, and feedback to enhance skills and service delivery.
  • Identifying process improvements to streamline workflows and boost efficiency.
  • Implementing quality assurance measures to maintain service excellence.
  • Collaborating with engineering, product, and sales teams to resolve issues and enhance offerings.
  • Monitoring KPIs, analyzing trends, and generating performance reports.
  • Acting as the voice of the customer, ensuring feedback drives platform improvements.
  • Maintaining deep technical knowledge of company products, services, and technologies.

What You Bring

  • Bachelor's degree in computer science, Information Technology, or related field.
  • 5+ years in technical support, with at least 2 years in a leadership role.
  • Strong troubleshooting skills across software, hardware, and network issues.
  • Advanced proficiency in SQL and Microsoft Office (Excel, Word, PowerPoint).
  • Excellent communication and interpersonal skills to inspire and guide teams.
  • Strong understanding of ITIL principles (certification is a plus).
  • Experience with CRM systems and helpdesk tools.
  • Ability to thrive in a fast-paced, changing environment.
  • Willingness to work flexible hours, including weekends and holidays.

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Americana Restaurants Full time

    Technical Support Lead – ALMP Platform Location: Mohali, India | Americana Restaurants India Pvt Ltd – Centre of Excellence At Americana Restaurants, we don't just deliver food — we deliver experiences, powered by innovation, technology, and a relentless focus on customer satisfaction.As the backbone for global brands like KFC, Pizza Hut, and Krispy...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Americana Restaurants Full time

    Technical Support Lead – ALMP Platform Location: Mohali, India | Americana Restaurants International PLC – Centre of ExcellenceAt Americana Restaurants, we don't just deliver food — we deliver experiences, powered by innovation, technology, and a relentless focus on customer satisfaction. As the backbone for global brands like KFC, Pizza Hut, and...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Americana Restaurants Full time

    Technical Support Lead – ALMP Platform Location: Mohali, India | Americana Restaurants International PLC – Centre of ExcellenceAt Americana Restaurants, we don't just deliver food — we deliver experiences, powered by innovation, technology, and a relentless focus on customer satisfaction. As the backbone for global brands like KFC, Pizza Hut, and...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Americana Restaurants Full time

    Technical Support Lead – ALMP Platform Location: Mohali, India | Americana Restaurants India Pvt Ltd – Centre of ExcellenceAt Americana Restaurants, we don't just deliver food — we deliver experiences, powered by innovation, technology, and a relentless focus on customer satisfaction. As the backbone for global brands like KFC, Pizza Hut, and Krispy...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Narang Staffing Solutions Full time

    Job Title: Technical Support LeadLocation: Mohali (work from office)Experience Required: 5+ years (including leadership experience in technical support)Job Overview: We are seeking a highly capable and experienced Technical Support Lead to manage and guide a team of technical support specialists, ensuring the smooth operation of our ALMP platform support...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Narang Staffing Solutions Full time

    Job Title: Technical Support LeadLocation: Mohali (work from office)Experience Required: 5+ years (including leadership experience in technical support)Job Overview: We are seeking a highly capable and experienced Technical Support Lead to manage and guide a team of technical support specialists, ensuring the smooth operation of our ALMP platform support...

  • Technical Support Engineer

    4 weeks ago

    Mohali, Punjab, India Sphere Global Solutions Full time

    Key Responsibilities :User Onboarding & Offboarding :- Prepare IT assets (laptops, desktops, peripherals) for new joiners.- Create login credentials in Exchange Online and manage user accounts.- Collect IT assets from relieving employees with proper documentation.Asset & Inventory Management :- Maintain and update IT inventory records on SharePoint.- Track...

  • Senior Team Lead Position

    2 days ago

    Mohali, Punjab, India beBeeLeadership Full time

    Team Management OpportunityWe are seeking an experienced Team Leader to manage a team of professionals in a customer support role. The ideal candidate will have a strong leadership background, excellent communication skills, and a deep understanding of technical operations.Key ResponsibilitiesLead a team of 10+ members in a fast-paced customer support...

  • IT Support Specialist

    5 hours ago

    Mohali, Punjab, India TaskUs Full time US$ 9,00,000 - US$ 12,00,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • 15h Left: Technical Writer Internship

    3 weeks ago

    Mohali, Punjab, India BEGAWN IT Pvt. Ltd. Full time

    Job Description- Key Responsibilities- Develop, edit, and maintain comprehensive technical documentation, including user manuals, technical guides, and API documentation.- Ensure all documentation is clear, concise, and adheres to company standards.- In-depth understanding of software development processes, programming languages, and IT infrastructure.-...