Technical Support Team Lead

4 days ago

Noida, Uttar Pradesh, India Comhard Technologies Pvt Ltd Full time

JD: Technical Support Team Lead (Cloud Hosting)

Location: Noida

Team Size: 15+ (L1/L2)

Reports to: Head of Support (or CTO)

Shifts: Rotational, on-call for P1s

Experience- 5 years in customer support 3 year in Team lead

Role Summary

Own day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings. You'll lead a 15+ member team, drive first-time fix and SLA adherence, be incident commander for P1s, and tighten runbooks, monitoring, and handoffs with Infra team(L3).

Key Responsibilities

Team & Queue Leadership

  • Run daily stand-ups; manage queues, priorities, and escalations (L1→L2→L3).
  • Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.
  • Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout.

Technical Triage & Incident Management

  • Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams.
  • Validate signals from monitoring tools, correlation, and rollback/containment calls.
  • Ensure clean handoffs to Infra L3 with complete context, logs, and timelines.

SLA, Quality & Tooling

  • Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days.
  • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.
  • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.

Knowledge & Prevention

  • Convert solved tickets to KB/runbooks; hit 80% runbook coverage for recurring issues.
  • Raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev.
  • Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events).

Customer Communication

  • Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.

Must-Have Skills

  • Hands-on: Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation (or equivalent exposure).

Nice-to-Have

  • Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.
  • Certifications: NSE-1/2, MS-900/SC-900, AWS CCP.

Success Metrics (first 90 days)

  • SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%.
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.

  • Technical Support Team Lead

    4 days ago

    Noida, Uttar Pradesh, India Comhard Technologies Pvt Ltd Full time

    JD: Technical Support Team Lead (Cloud Hosting) Location:  Noida   Team Size: L1/L2)   Reports to:  Head of Support (or CTO)   Shifts:  Rotational, on-call for P1s Experience - 5 years in customer support 3 year in Team lead Role Summary Own day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings....

  • Technical Support Team Lead

    4 days ago

    Noida, Uttar Pradesh, India Comhard Technologies Pvt Ltd Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    JD: Technical Support Team Lead (Cloud Hosting)Location: NoidaTeam Size: 15+ (L1/L2)Reports to: Head of Support (or CTO)Shifts: Rotational, on-call for P1sExperience- 5 years in customer support 3 year in Team leadRole SummaryOwn day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings. You'll lead a 15+ member...

  • Customer Support Team Lead

    1 day ago

    Noida, Uttar Pradesh, India beBeeSupport Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

    Job SummaryThis is a technical leadership role for our customer support team, responsible for day-to-day operations and team management.We are seeking an experienced professional to lead our technical support team. This role requires strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service.

  • Technical Team Lead

    4 weeks ago

    Noida, Uttar Pradesh, India Headstart Full time

    INTRODUCTION:Headstart is a CRM for educational institutions. A CRM streamlines processes and improves communication, making interactions with prospective students more personal and efficient. With all data in one place, administrators can make better decisions about enrolling students and marketing strategies. Automation takes care of repetitive tasks,...

  • Technical Team Lead

    4 weeks ago

    Noida, Uttar Pradesh, India Headstart Full time

    INTRODUCTION:Headstart is a CRM for educational institutions. A CRM streamlines processes and improves communication, making interactions with prospective students more personal and efficient. With all data in one place, administrators can make better decisions about enrolling students and marketing strategies. Automation takes care of repetitive tasks,...

  • Technical Team Lead

    1 week ago

    Noida, Uttar Pradesh, India Sourceright Technologies Full time

    Job DescriptionResponsibilities:- Lead and mentor a team of developers and technical staff in the design, development, and implementation of Salesforce integration solutions.- Collaborate with cross functional teams to gather requirements and translate them into technical specifications.- Oversee the integration of Salesforce with other systems, ensuring...

  • Support Team Lead

    2 hours ago

    Noida, Uttar Pradesh, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000

    Customer Support Leadership RoleThis leadership position is perfect for a seasoned professional looking to oversee daily operations and ensure seamless customer interactions. The ideal candidate will be responsible for leading a small team, managing customer inquiries, and coordinating with other departments to guarantee customer satisfaction.The successful...

  • Technical Lead

    3 weeks ago

    Noida, Uttar Pradesh, India ARK Infosolutions Pvt. Ltd. Full time

    Job DescriptionWe are seeking a highly motivated and technically proficient Technical Lead to manage and guide our efforts in supporting academic institutions in the adoption and effective use of Ansys simulation software. The ideal candidate will possess a deep understanding of simulation technologies and engineering principles, coupled with strong...

  • Technical Lead

    1 week ago

    Noida, Uttar Pradesh, India ARK Infosolutions Pvt. Ltd. Full time

    We are seeking a highly motivated and technically proficient Technical Lead to manage and guide our efforts in supporting academic institutions in the adoption and effective use of Ansys simulation software. The ideal candidate will possess a deep understanding of simulation technologies and engineering principles, coupled with strong communication and...

  • Technical Lead

    3 weeks ago

    Noida, Uttar Pradesh, India ARK Infosolutions Pvt. Ltd. Full time

    We are seeking a highly motivated and technically proficient Technical Lead to manage and guide our efforts in supporting academic institutions in the adoption and effective use of Ansys simulation software. The ideal candidate will possess a deep understanding of simulation technologies and engineering principles, coupled with strong communication and...