Technical Lead
1 week ago
Technical Lead – Incident/Process Management
Experience: 8 Years
Locaiton: Bangalore
Technical Lead – Incident/Process Management
Role Overview:
Lead day-to-day operations of the India team, ensure ITIL processes are followed, manage incidents, coordinate with L1/L2 engineers, and act as the main technical point of contact for global customers.
Key Responsibilities:
• Drive operational processes (incident, change, problem management).
• Lead cross-domain incidents and operational crisis management.
• Ensure proactive service operations and continual improvement initiatives.
• Coordinate team schedules to cover 24x7 support.
• Coach L1/L2 engineers in technical and behavioral skills.
• Manage relationships with partner companies and escalations.
• Conduct root cause and impact analyses for major incidents.
Skills & Qualifications:
• 8+ years in incident/process management or technical lead role in ICT
• Expert knowledge: SDWAN, WLAN, routing, switching, firewalls (Cisco & Fortigate)
• ITIL principles, operational governance experience
• Strong leadership, analytical, and problem-solving skills
• Effective communication with internal teams and customers (English)
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