Technical Support Lead

4 days 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.

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