Technical Lead

1 week ago

India DigiHelic Solutions Pvt. Ltd. Full time

Technical Lead – Incident/Process Management

Experience: 8 Years

Locaiton: Bangalore

Technical Lead – Incident/Process Management

Role Overview:

Lead day-to-day operations of the India team, ensure ITIL processes are followed, manage incidents, coordinate with L1/L2 engineers, and act as the main technical point of contact for global customers.

Key Responsibilities:

• Drive operational processes (incident, change, problem management).

• Lead cross-domain incidents and operational crisis management.

• Ensure proactive service operations and continual improvement initiatives.

• Coordinate team schedules to cover 24x7 support.

• Coach L1/L2 engineers in technical and behavioral skills.

• Manage relationships with partner companies and escalations.

• Conduct root cause and impact analyses for major incidents.

Skills & Qualifications:

• 8+ years in incident/process management or technical lead role in ICT

• Expert knowledge: SDWAN, WLAN, routing, switching, firewalls (Cisco & Fortigate)

• ITIL principles, operational governance experience

• Strong leadership, analytical, and problem-solving skills

• Effective communication with internal teams and customers (English)

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