Senior Team Lead Irc241977

Description We offer Interesting and challenging work in a large and dynamically developing company Exciting projects involving the newest technologies Professional development opportunities Excellent compensation and benefits package performance bonus program Modern and comfortable office facilities Requirements At least 7 years of experience in technical support including a minimum of 3 years in a supervisory role managing large support teams of 30 FTEs Technical degree with outstanding written and verbal communication skills Passionate about enhancing customer experience driving organizational success and ensuring employee satisfaction Proven experience in Project Management People Management Coaching and Client Relationship Management Proficient in at least two of the following areas Application Support IT Infrastructure NOC SQL Cloud Platforms and Linux Skilled in process management with the ability to multitask and prioritize effectively Capable of collaborating efficiently across global functional teams Action-oriented with strong organizational analytical problem-solving and time-management skills Ability to use analytical insights to identify and resolve client business and technology challenges Job Responsibilities The Senior Team Lead will be responsible for overseeing the performance of the support teams ensuring they meet client-defined metrics while maintaining the highest service standards This role includes guiding Tier 1 and Tier 2 support professionals ensuring they are equipped with the necessary tools resources and training to deliver exceptional support Core responsibilities include performance monitoring staff scheduling team development training and implementing effective support solutions Additionally Team Lead will work closely with the sales team to contribute to RFIs and RFPs supporting business growth efforts Team-Focused Responsibilities Supervise a group of agents providing coaching reporting and implementing action plans while managing day-to-day operations Lead daily and weekly meetings to communicate business updates and team objectives Conduct Root Cause Analysis RCA to identify performance drivers and areas for improvement Collaborate closely with subject matter experts on escalations and oversee queue management and team productivity Maintain a thorough understanding of workflows and tools used to ensure the achievement of SLA targets Motivate coach develop and lead team members to follow established processes and meet performance goals Prepare monitor and report on key performance metrics to ensure transparency and accountability Evaluate individual and team performance by analyzing data reviewing cases and observing customer interactions Drive continuous improvement initiatives by promoting the standardization of processes and adopting global best practices Participate in interviewing hiring and onboarding to ensure a fully staffed and capable team Conduct regular 1 1 meetings and performance reviews to support ongoing staff developmentClient-Focused Responsibilities Manage multiple technical support accounts ensuring client satisfaction and operational excellence Address and resolve client concerns and escalations promptly and effectively Ensure adherence to client service level agreements SLAs and timely case resolutions Assist in resolving escalated situations to maintain positive service outcomes Lead Monthly Business Review MBR and Quarterly Business Review QBR meetings to assess performance and align with client expectations What We OfferExciting Projects We focus on industries like High-Tech communication media healthcare retail and telecom Our customer list is full of fantastic global brands and leaders who love what we build for them Collaborative Environment You Can expand your skills by collaborating with a diverse team of highly talented people in an open laidback environment - or even abroad in one of our global centers or client facilities Work-Life Balance GlobalLogic prioritizes work-life balance which is why we offer flexible work schedules opportunities to work from home and paid time off and holidays Professional Development Our dedicated Learning Development team regularly organizes Communication skills training GL Vantage Toast Master Stress Management program professional certifications and technical and soft skill trainings Excellent Benefits We provide our employees with competitive salaries family medical insurance Group Term Life Insurance Group Personal Accident Insurance NPS National Pension Scheme Periodic health awareness program extended maternity leave annual performance bonuses and referral bonuses Fun Perks We want you to love where you work which is why we host sports events cultural activities offer food on subsidies rates Corporate parties Our vibrant offices also include dedicated GL Zones rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants About GlobalLogic GlobalLogic is a leader in digital engineering We help brands across the globe design and build innovative products platforms and digital experiences for the modern world By integrating experience design complex engineering and data expertise-we help our clients imagine what s possible and accelerate their transition into tomorrow s digital businesses Headquartered in Silicon Valley GlobalLogic operates design studios and engineering centers around the world extending our deep expertise to customers in the automotive communications financial services healthcare and life sciences manufacturing media and entertainment semiconductor and technology industries GlobalLogic is a Hitachi Group Company operating under Hitachi Ltd TSE 6501 which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business