Team Lead, Content Quality Monitoring

Job Title: Team Lead, Content Quality Monitoring

Location: Gurgaon

Experience : 4+yrs

About the Role

We are seeking a dynamic and technically proficient Team Lead to oversee our Content Quality Monitoring team. In this role, you will be responsible for managing a team of technical support associates who handle critical escalations related to data pipelines.

Key Responsibilities

Team & People Management:

• Lead, mentor, and manage a team of technical support associates.
• Conduct regular training needs analysis and organize training sessions to keep the team updated on the latest tools, processes, and product requirements.
• Foster a collaborative and high-performance team environment, ensuring staff productivity and positive client perceptions.
• Oversee team scheduling and workload distribution, particularly in a 24x7 shift environment.

Technical & Operational Leadership:

• Act as the primary On-Call Point of Contact (POC) for critical, time-sensitive technical escalations and outages.
• Manage and drive the team's debugging and troubleshooting activities within defined SLAs, ensuring timely responses and resolution.
• Assist the team in resolving complex technical breakdowns to prevent production issues.
• Possess a basic knowledge of data ingestion or demonstrate a strong willingness to learn new tools and technologies within the Google infrastructure.
• Handle database management and data using internal Google applications.

Process & Incident Management:

• Coordinate between incident management and other service management processes.
• Drive the efficiency and effectiveness of the incident management process.
• Analyze problems for correct prioritization and classification and raise RFCs (Requests For Change) to resolve them.
• Ensure all service models and designs conform to strategic and architectural requirements.
• Oversee the documentation of all workflows, customer-reported problems, and their resolutions.

Stakeholder & Client Management:

• Serve as the team's technical advisor in cross-functional meetings with management, development teams, and Product Management.
• Regularly interact with clients to discuss pipeline blockages, escalation progress, and project requirements.
• Prepare and present SOPs, QBRs (Quarterly Business Reviews), and operational guidelines.
• Effectively communicate priorities, processes, and issues to managers and clients.

Performance & Metrics:

• Monitor and meet key performance indicators (KPIs) such as Productivity, Quality, and First Response Time (FRT).
• Review operational metrics and reports throughout the day to optimize throughput and workflows.
• Address SLA areas of concern and take proactive action on service requests approaching SLA thresholds.

A Typical Day in This Role

• Receive a handoff from the previous shifts lead and review any outstanding critical items.
• Review current major incidents, scheduled outages, and daily events to adjust staffing plans as needed.
• Monitor and address SLA concerns, evaluating service requests that are approaching or exceeding their targets.
• Analyze operational metrics to identify areas for improvement and optimize team workflows.
• Mentor team members on product updates, new pipelines, and technical skills.
• Follow up with clients on critical issues and work with cross-functional teams to achieve project goals.

Required Qualifications & Experience

• Proven experience in a technical support or incident management team lead role.
• Strong troubleshooting and problem-solving skills in a support environment.
• Hands-on experience with SQL, Databases, and Spreadsheets (e.g., Excel).
• Knowledge or hands-on experience with at least one programming language.
• Experience with incident management processes.
• Knowledge of Hume.
• Must be open to working in a 24x7 shift environment.