Support Services Director

3 days ago

Thoothukudi, Tamil Nadu, India beBeeOperations Full time ₹ 12,00,000 - ₹ 16,50,000

Job Role:

Technical Operations Lead

The Technical Operations Lead owns the day-to-day technical operations of a customer support desk for cloud and virtual private server offerings. The role entails leading a team, driving first-time fix and service level agreement adherence, serving as incident commander for critical incidents, and optimizing runbooks, monitoring, and handoffs with infrastructure teams.

Key Responsibilities:
  • Team Leadership:
    • Manage queues, priorities, and escalations.
    • Coach team members on triage, logs, and runbooks; conduct regular performance evaluations and one-on-one sessions.
    • Develop and implement shift rosters in collaboration with operations leads to ensure 24/7 coverage without burnout.
  • Tech Support & Incident Management:
    • Act as initial incident commander for critical incidents: stabilize, isolate, and 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 high SLA adherence (95%+) on non-critical incidents; reduce mean time to resolve by 20% within 90 days.
    • Promote tool hygiene: categories, templates, SLA timers, automations, and customer satisfaction workflows.
    • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top problem themes.
  • Knowledge Sharing & Prevention:
    • Convert resolved tickets to knowledge base articles or runbooks; achieve 80% runbook coverage for recurring issues.
    • Raise problem tickets for chronic incidents; drive root cause analysis and corrective actions with infrastructure and development teams.
    • Partner with security and security operation centers for alert tuning and playbooks (lockouts, brute-force, endpoint detection and response events).
  • Customer Communication:
    • Provide timely incident updates (prioritized cadence), final root cause analysis letters, and release/maintenance communications.

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