Support Team Lead

2 days ago

Alleppey, Kerala, India beBeeProblem Full time ₹ 18,00,000 - ₹ 22,00,000

As a technical support team lead, you will be responsible for overseeing day-to-day operations of our customer support desk. This includes managing queues, priorities, and escalations to ensure timely resolutions.

Key Responsibilities
  • Run daily stand-ups to ensure seamless communication among team members.
  • Coach junior team members on triage, logs, and runbooks to enhance their problem-solving skills.
  • Own shift rosters with the operations lead to ensure 24/7 coverage without burnout.
Technical Triage & Incident Management
  • Act as the initial incident commander for P1/P2 incidents: stabilize, isolate, parallelize workstreams, and validate signals from monitoring tools.
  • Correlate data from monitoring tools, perform rollback/containment calls, and ensure clean handoffs to infrastructural teams.
SLA, Quality & Tooling
  • Maintain >95% SLA adherence on P2–P4 tickets and reduce MTTR by 20% in 90 days.
  • Publish weekly dashboards featuring SLA metrics, CSAT scores, reopen rates, and backlog aging.
  • Convert solved tickets to knowledge base articles and maintain 80% runbook coverage for recurring issues.
Customer Communication
  • Ensure timely incident updates, final root cause analysis letters, and release/maintenance communications.

Required Skills:

  • Hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates, VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring expertise with FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Familiarity with ManageEngine ServiceDesk Plus, 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.

Success Metrics (first 90 days):

  • SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%.
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.

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