Technical Operations Specialist

4 days ago

Noida, Uttar Pradesh, India beBeeTechnical Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title:

Technical Support Team Lead

We are seeking an exceptional Technical Support Team Lead to oversee the day-to-day technical operations of our customer support desk. The successful candidate will lead a team of 15+ members, drive first-time fix and SLA adherence, be incident commander for P1s, and tighten runbooks, monitoring, and handoffs with Infra team.

Responsibilities:
  • Run daily stand-ups; manage queues, priorities, and escalations.
  • Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.
  • Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout.
Requirements:
  • Hands-on experience with Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud knowledge: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring skills: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tools expertise: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation certification (or equivalent exposure).
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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