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Delivery Lead

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Noida, Uttar Pradesh, India Incedo Inc. Full time ₹ 15,00,000 - ₹ 20,00,000 per year

We are looking for a dynamic and experienced Delivery Lead to head our Technical Assistance Center (TAC) operations supporting network security products. This role is responsible for leading a team of 50+ L1–L3 engineers, ensuring high-quality service delivery, customer satisfaction, operational excellence, and continuous improvement in a 24x7 global support environment.

Responsibilities
:

  • Leadership & Delivery Management
  • Lead end-to-end service delivery for TAC operations covering L1–L3 support across regions.
  • Manage a large team of 50+ engineers (including Team Leads, SMEs, and Support Engineers).
  • Ensure adherence to SLAs, KPIs, and contractually agreed service levels.
  • Own incident, problem, and escalation management; act as the point of contact for high-priority customer escalations.
  • Drive operational excellence through automation, standardization, and process improvements.

Customer & Stakeholder Management

  • Build strong relationships with client stakeholders for delivery governance, performance reviews, and continuous alignment.
  • Represent TAC leadership in executive discussions, QBRs, and incident post-mortems.
  • Ensure proactive communication and reporting on service delivery metrics, risks, and action plans.

People & Performance Management

  • Hire, develop, and retain high-performing support engineers and leaders.
  • Mentor and coach team leads and SMEs to foster a high-performance culture.
  • Drive career progression, learning paths, and succession planning within the TAC team.
  • Conduct periodic performance reviews, workforce planning, and capacity forecasting.

Quality & Transformation

  • Monitor and improve support quality through audits, root cause analysis, and corrective actions.
  • Champion initiatives around shift-left, knowledge management, and AI-powered support adoption.
  • Collaborate with Engineering, Product, and QA teams to drive product supportability and feedback loops.

Qualifications
:

  • 15+ years of overall experience in IT operations/support, with 8+ years in people leadership roles, and 3–5 years in delivery leadership.
  • Strong experience in leading TAC or technical support operations for network security products (WatchGuard, Fortinet, Palo Alto, Cisco, etc.).
  • Proven experience managing large, distributed teams in a 24x7 global support model.
  • Solid understanding of networking and security concepts (Firewalls, VPN, IDS/IPS, Endpoint Security, MFA, etc.).
  • Strong grasp of ITIL processes, ticketing systems (Salesforce, ServiceNow), and support tooling.
  • Exceptional leadership, stakeholder management, and communication skills.

Preferred Skills
:

  • Bachelor's or Master's degree in Engineering, Computer Science, or IT.
  • Certifications: ITIL, PMP, or Six Sigma; technical certifications (CCNP Security, NSE, PCNSE, etc.) are a plus.
  • Exposure to managed services, professional services, or support delivery for OEMs or ISVs.
  • Experience driving AI/ML-based support solutions, knowledge management systems, or customer experience transformation.