Service Delivery Expert

1 day ago

Tirupati, Andhra Pradesh, India beBeeTeam Full time ₹ 20,00,000 - ₹ 25,00,000
Technical Support Team Lead Job

We are looking for a highly skilled Technical Support Team Lead to join our team.

Job Description:

  • Lead a team of technical support professionals to provide high-quality customer service and ensure that our customers receive the best possible experience.

Main Responsibilities:

  1. Manage daily stand-ups, queues, priorities, and escalations to maintain optimal team performance.
  2. Coach junior team members on troubleshooting, logging, and runbooks to enhance their skills and knowledge.
  3. Develop and implement shift rosters to ensure 24/7 coverage without burnout.

Tech Triage & Incident Management:

  • Act as initial incident commander for P1/P2 incidents: stabilize, isolate, and parallelize workstreams to minimize downtime.
  • Validate signals from monitoring tools and ensure clean handoffs to Infra L3 teams.

SLA, Quality & Tooling:

  • Maintain an SLA of >95% on P2-P4 tickets and target a 20% decrease in Mean Time To Resolve (MTTR) within 90 days.
  • Publish weekly dashboards with SLA, Customer Satisfaction (CSAT), reopen rate, backlog aging, and top 10 problem themes.

Knowledge & Prevention:

  • Convert solved tickets to Knowledge Base (KB) articles and runbooks, aiming for 80% runbook coverage for recurring issues.
  • Raise Problem tickets for chronic incidents and collaborate with Infra/Dev teams to drive Root Cause Analysis (RCA).

Required Skills:

  • Hands-on experience with Windows Server, Active Directory, Remote Desktop Protocol (RDP), Internet Information Services (IIS), basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud experience with VMware/vCenter, CloudStack/OpenStack basics, snapshots/disaster recovery.
  • Security/monitoring experience with FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.

Nice-to-Have Skills:

  • Tally/ERP hosting experience, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.

Requirements:

  • 5 years of customer support experience and 3 years of team lead experience.
  • ITIL Foundation certification or equivalent exposure.

About Us:

We value exceptional customer service and innovative solutions.

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