IT Technical Support Team Leader

2 weeks ago

Dindigul, Tamil Nadu, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 35,00,000

Job Summary:

This position oversees the management of a large technical support team, driving excellence in first-time resolution and service level agreement (SLA) adherence.

  • Main Responsibilities:
  • Lead a 15+ member team, ensuring efficient issue resolution and tight collaboration with infrastructure teams.
  • Conduct daily stand-ups, prioritize tasks, and escalate issues as needed.
  • Coach team members on triage, logging, and knowledge base maintenance.
  • Oversee shift rosters to ensure seamless 24/7 coverage.

Techincal Triage & Incident Management:

  • Act as primary incident commander for priority 1 and 2 incidents, stabilizing systems and coordinating with cross-functional teams.
  • Validate monitoring tool signals, perform root cause analysis, and ensure clean handoffs to infrastructure teams.

SLA, Quality & Tooling:

  • Maintain a minimum 95% SLA for priority 2-4 incidents and target a 20% reduction in mean time to resolve within 90 days.
  • Ensure service desk tool hygiene, including categories, templates, SLA timers, automations, and customer satisfaction workflows.
  • Publish weekly dashboards highlighting key performance indicators, such as SLA, CSAT, reopen rate, backlog aging, and top problem themes.

Cycle Time Optimization:

  • Convert resolved tickets into knowledge base articles and runbooks to achieve 80% coverage for recurring issues.
  • Raise problem tickets for chronic incidents and drive root cause analysis with infrastructure and development teams.
  • Partner with security and operations teams for alert tuning and playbooks.

Customer Communication:

  • Ensure timely incident updates, final root cause analysis reports, and release/maintenance communications.

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