Technical Operations Manager

1 day ago

Mumbai, Maharashtra, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 15,00,000
Technical Support Team Lead Job Opportunity

We are seeking an experienced Technical Support Team Lead to own day-to-day technical operations of our customer support desk.

You 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 the infrastructure team.

Key ResponsibilitiesTeam & Queue Leadership
  • Run daily stand-ups; manage queues, priorities, and escalations
  • Coach team members on triage, logs, and runbooks; conduct weekly quality assurance scoring and one-on-one meetings
  • Own shift rosters with the operations lead; ensure 24/7 coverage without burnout
Technical Triage & Incident Management
  • Act as initial incident commander for P1/P2: stabilize, isolate, and parallelize workstreams
  • Validate signals from monitoring tools, correlation, and rollback/containment calls
  • Ensure clean handoffs to the infrastructure team with complete context, logs, and timelines
SLA, Quality & Tooling
  • Maintain >95% SLA on P2–P4, target mean time to resolve (MTTR) decrease by 20% in 90 days
  • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows
  • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes
Knowledge & Prevention
  • Convert solved tickets to knowledge base articles/runbooks; hit 80% runbook coverage for recurring issues
  • Raise problem tickets for chronic incidents; drive root cause analysis and corrective actions with the infrastructure/dev teams
  • Partner with security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events)
Customer Communication
  • Ensure timely incident updates (priority-based cadence), final root cause analysis letters, and release/maintenance communications

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