Award-Winning Support Specialist

1 day ago

Alwar, Rajasthan, India beBeeSupport Full time ₹ 10,00,000 - ₹ 17,50,000
Technical Support Team Lead

We are seeking a highly skilled and experienced Technical Support Team Lead to join our team. As a Technical Support Team Lead, you will play a key role in leading our customer support desk for CoCloud/Comsky and VPS offerings.

Main Responsibilities:

  • Lead daily stand-ups; manage queues, priorities, and escalations.
  • Coach team members 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.

Requirements:

  • Proven experience in technical support leadership roles.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment.

Benefits:

  • Competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A supportive and collaborative work environment.

How to Apply:

If you are a motivated and experienced technical professional looking for a new challenge, please submit your application.

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