Customer Support Technical Lead Position

13 hours ago

Madurai, Tamil Nadu, India beBeeOperations Full time ₹ 20,00,000 - ₹ 25,00,000
Technical Operations Leader

We are seeking a skilled professional to oversee our customer support desk's day-to-day technical operations. This includes managing a team of 15+ members, ensuring first-time fix rates and adherence to service level agreements (SLAs), and leading incident responses for high-priority issues.

Key Responsibilities:

  • Team Leadership:
    • Run daily stand-ups; manage queues, priorities, and escalations
    • Coach team members on triage, logs, and runbooks; conduct weekly quality assurance scoring and one-on-one meetings
    • Own shift rosters with the operations lead; ensure 24/7 coverage without burnout
  • Tech Triage & Incident Management:
    • Act as initial incident commander for P1/P2 incidents: stabilize, isolate, parallelize workstreams
    • Validate signals from monitoring tools, correlation, and rollback/containment calls
    • Ensure clean handoffs to infrastructure teams with complete context, logs, and timelines
  • SLA, Quality & Tooling:
    • Maintain >95% SLA on P2–P4 incidents; target mean time to resolve (MTTR) reduction by 20% in 90 days
    • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and customer satisfaction workflows
    • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes
  • Knowledge & Prevention:
    • Convert solved tickets to knowledge base/runbooks; achieve 80% runbook coverage for recurring issues
    • Raise problem tickets for chronic incidents; drive root cause analysis and corrective actions with infrastructure/dev teams
    • Partner with security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events)
  • Customer Communication:
    • Ensure timely incident updates (cadence by priority), final root cause analysis letters, and release/maintenance communications

Must-Have Skills:

  • Hands-on experience with Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates
  • Virtualization/cloud expertise: VMware/vCenter, CloudStack/OpenStack basics, snapshots/disaster recovery
  • Security/monitoring skills: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups
  • Familiarity with service desk software (ManageEngine ServiceDesk Plus) and ITIL principles

Nice-to-Have:

  • Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals
  • IT certifications: NSE-1/2, MS-900/SC-900, AWS Certified Cloud Practitioner

Success Metrics (first 90 days):

  • SLA adherence ≥ 90% (P2–P4); P1 communication cadence met 100%
  • MTTR ↓ 20%, reopen rate < 8%, customer satisfaction ≥ 4.5/5
  • Runbook coverage ≥ 80% for top 20 recurring issues
  • Ticket backlog >7 days reduced by 60%; clean problem/root cause analysis pipeline in place

Benefits:

  • Opportunity to lead a team of technical professionals
  • Challenging role with opportunities for growth and development
  • Competitive compensation package

Others:

  • Partnership with security/SOC for alert tuning and playbooks
  • Conversion of solved tickets to knowledge base/runbooks

  • Team Lead,customer Support

    3 hours ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    India5676Employee Regular Full TimeJob DescriptionOverviewJOB DESCRIPTION:1. JOB IDENTIFICATIONAPTEAN JOB TABLE: Team Lead, SREAPTEAN JOB LEVEL: DAPTEANREPORTS TOFull line: Soundar ArunachallamDotted line:2. GENERAL JOB SUMMARYWe are looking for a Team Lead – Customer Experience Support to provide hands-on guidance to a team of 7 support engineers working...

  • Technical Support Expert

    3 days ago

    Madurai, Tamil Nadu, India beBeeSupport Full time ₹ 8,00,000 - ₹ 15,00,000

    Job Title: Technical Support SpecialistWe are seeking an experienced and customer-focused Technical Support Specialist to join our team.About the Role:This is a fantastic opportunity for someone who enjoys helping others, has excellent communication skills, and is passionate about delivering exceptional customer service. As a Technical Support Specialist,...

  • IT Technical Support Specialist

    3 days ago

    Madurai, Tamil Nadu, India beBeeSupport Full time ₹ 8,50,000 - ₹ 12,15,000

    Role OverviewWe are seeking a skilled Technical Support Specialist to provide exceptional customer service and technical assistance.About the PositionThe successful candidate will be responsible for gathering requirements, testing and validation of various applications, and providing support for complex technical issues.Key ResponsibilitiesProvide technical...

  • Technical Support Specialist

    4 days ago

    Madurai, Tamil Nadu, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 12,00,000

    Technical Support SpecialistJob Description:We are seeking a skilled and customer-focused individual to provide technical support to our global clients.As a Technical Support Specialist, you will be responsible for resolving queries from international customers via phone, email, or chat, ensuring a high level of customer satisfaction and professionalism.

  • Delivering Expert Technical Support

    2 days ago

    Madurai, Tamil Nadu, India beBeeCustomerService Full time ₹ 18,00,000 - ₹ 24,00,000

    Technical Associate PositionAs a Technical Associate, you will be part of our dynamic team responsible for delivering high-quality technical assistance and support services to our clients.Key Responsibilities:Provide technical assistance via email, forms, or telephoneDiagnose and resolve basic technical issues related to Odessa, Platform Tools, and...

  • Technical Lead

    4 weeks ago

    Madurai, Tamil Nadu, India HCLTech Full time

    Designation Technical Lead No of Positions 1 Skill Primary Technical Skills ERS -Framework-Windows- Net Job Family Development Posting About HCLTech HCLTech is a global technology company spread across 60 countries delivering industry-leading capabilities centered around digital engineering cloud and AI powered by a broad portfolio of...

  • Senior Technical Lead

    2 days ago

    Madurai, Tamil Nadu, India beBeeCareer Full time ₹ 1,80,00,000 - ₹ 2,20,00,000

    Transform Your Career with a Technical Architecture RoleA leading technology company is seeking a Senior Technical Architect to join its team.About the RoleThis exciting opportunity involves designing, developing, and implementing functional solutions based on business requirements. As a Senior Technical Architect, you will provide technical support and...

  • Technical Support Specialist

    1 day ago

    Madurai, Tamil Nadu, India beBeeTechnical Full time ₹ 7,00,000 - ₹ 10,00,000

    Job Title: Technical Support Specialist">Job Description:Luxoft has been engaged by a leading financial institution to provide technical support and configuration across the bank's banking arm and securities business under a dual-hat arrangement.This role requires strong analytical skills with an ability to understand complex workflows, excellent...

  • Technical Lead

    3 days ago

    Madurai, Tamil Nadu, India HCL Technologies Limited Full time

    Job DescriptionJob Description (Posting).About HCLTechHCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions...

  • Solar Energy Technical Support Specialist

    5 days ago

    Madurai, Tamil Nadu, India beBeeRenewable Full time ₹ 4,80,000 - ₹ 7,20,000

    Solar Energy Technical Support SpecialistYou will work as part of the construction team, supporting sales, design, and customer service departments while reporting to the construction engineering manager.Key ResponsibilitiesProvide high-level technical support to installation companies/customers/manufacturers (troubleshooting, problem resolution,...