Operations Team Lead Position

18 hours ago

Rajkot, Gujarat, India beBeeSupport Full time ₹ 12,00,000 - ₹ 25,00,000
Job Description

The Technical Support Team Lead oversees day-to-day technical operations of the customer support desk, covering CoCloud/Comsky and VPS offerings.

This involves leading a team of 15+ members, driving first-time fix and SLA adherence, being incident commander for P1s, and streamlining runbooks, monitoring, and handoffs with Infra teams.

Key Responsibilities:

  • 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 Leads; 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).

Candidate Requirements:

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

Preferred Qualifications:

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

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