Senior Technical Support Specialist

3 days ago

Belgaum, Karnataka, India beBeeSupport Full time ₹ 18,00,000 - ₹ 24,00,000
Technical Support Team Lead

This is a senior technical position that oversees the day-to-day operations of a customer support desk. You will be responsible for leading a team of 15+ members, driving first-time fix rates and SLA adherence, and acting as an incident commander for critical incidents.

Key Responsibilities:
  • Daily stand-ups; manage queues, priorities, and escalations to ensure timely resolution of customer issues.
  • Coach junior team members on triage, logs, and runbooks; conduct regular QA scoring and one-on-one meetings.
  • Manage shift rosters with the Operations Lead to ensure 24/7 coverage without burnout.
Triage & Incident Management:
  • Act as initial incident commander for P1/P2 incidents: stabilize, isolate, and prioritize workstreams.
  • Validate signals from monitoring tools and perform correlation and rollback/containment calls.
  • Ensure seamless handoffs to Infra L3 with complete context, logs, and timelines.
SLA, Quality & Tooling:
  • Maintain >95% SLA on P2–P4 tickets, targeting a 20% reduction in MTTR within 90 days.
  • Ensure service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.
  • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, and top problem themes.
Knowledge & Prevention:
  • Convert solved tickets to knowledge base articles/runbooks; aim for 80% runbook coverage for recurring issues.
  • Raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev teams.
  • Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events).
Customer Communication:
  • Provide timely incident updates (priority-based cadence), final RCA letters, and release/maintenance communications.
Essential Skills:
  • Hands-on experience with Windows Server/AD/RDP/IIS, basic Linux, networking fundamentals, certificates.
  • Virtualization/cloud expertise: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring proficiency: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tool proficiency: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation certification or equivalent experience.
Nice-to-Have Skills:
  • Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.
  • Certifications: NSE-1/2, MS-900/SC-900, AWS CCP.

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