Technical Team Lead

4 weeks ago


Pune, Maharashtra, India Ensono Full time

Job Summary

This role is responsible for delivering exceptional customer service within a mission-critical managed services environment. The ideal candidate will have a proven track record of developing and leading high-performing teams that consistently exceed customer expectations.

Key Responsibilities

  • Manage and escalate operational issues within the Monitoring & Management Centre (MMC) for Client Support.
  • Ensure changes are logged and completed with risk assessment to prevent customer environment compromise.
  • Resolve complex technical issues escalated by Support Level I & II analysts.
  • Keep clients and partners informed of issue status.
  • Deliver a responsive and effective support service for client incidents and service requests, escalating to relevant teams as needed.

Performance Metrics

  • Quantity and quality of issues resolved within MMC.
  • Successful resolution of escalated issues within agreed SLAs.
  • Proactive analysis of issues.
  • Clear and concise call logs for future reference.

Requirements

  • Excellent understanding of web site technology.
  • Excellent understanding of internet.
  • Good understanding of Server Management.
  • Knowledge of a call management system and its function.
  • Knowledge of ITIL and its function within IT.

Skills

  • Excellent Microsoft server skills (troubleshooting).
  • Excellent customer service skills.
  • Ability to manage call levels.
  • Confidence in liaising with other personnel.
  • Ability to multi-task and work well under pressure.
  • Good team working skills essential.
  • Ability to document processes and procedures in a clear, concise, and logical manner.


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