Technical support Analyst Lead

2 weeks ago

India CSG Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Key Responsibilities:

  • Exhibit strong leadership and management skills, providing strategic direction, hands-on technical support, and daily guidance to the team.

  • Demonstrate in-depth knowledge of a specific component of CSG's business and the ability to multitask effectively in a fast-paced environment.

  • Lead a team of 2 or more, ensuring that team objectives and customer SLAs are consistently met through effective coaching and support.

  • Oversee day-to-day team activities with a focus on operational excellence, efficiency, and collaboration.

  • Establish and maintain robust work processes, delegate tasks strategically, set clear priorities, and ensure consistent delivery on commitments.

  • Act as a mentor and motivator, fostering a high-performing team culture and actively engaging in team development and dynamics.

  • Take ownership of Major Incident Management, problem resolution, and escalations, ensuring timely and effective outcomes.

  • Monitor work streams and incident status proactively to ensure SLAs and OLAs are met.

  • Build and maintain strong relationships with customers and cross-functional teams such as Professional Services and R&D.

  • Provide technical leadership on critical or complex issues, ensuring the team delivers scalable, high-quality solutions.

  • Manage and support build automation using Jenkins or similar CI/CD tools.

  • Deliver technical support to customers, resolving live production issues and consulting L4 teams where necessary.

  • Oversee release promotions (including core upgrades) through development, UAT, and production phases.

  • Ensure proper documentation and uphold technical standards, while actively participating in project and team design discussions.

  • Manage, develop, and prioritize team schedules, balancing workloads during seasonal peaks, vacations, or unexpected absences.

  • Continuously improve operational practices and workflows for enhanced service delivery.

  • Monitor and report on team KPIs, ensuring consistent productivity, utilization, and service quality.

  • Identify skill gaps and define personalized enablement and growth paths for each team member.

  • Support service management layers as required, contributing to the broader goals of the organization.

  • Collaborate with platform engineering for application/system sizing, performance requirements, and deployments.

  • Lead the creation, maintenance, and publication of Remedy Knowledge Management articles.

  • Drive a culture of peer reviews, knowledge sharing, and ongoing internal upskilling.

  • Champion CSG Values, consistently demonstrating them in day-to-day work and team interactions.

  • Seek innovative and creative solutions to overcome internal and customer-facing challenges.

Qualifications & Experience:

  • 7–9 years of experience in the software industry or related fields.

  • Minimum of 2–3 years in a leadership role managing a team.

  • Bachelor's or Diploma in Computer Science, Information Technology, or related Engineering discipline.

  • ITIL accreditation preferred.

  • Proven customer-facing experience with the ability to provide on-site and remote support.

  • Subject Matter Expertise in areas such as billing systems, Oracle Database, Linux/Unix (Red Hat), or Windows Server.

  • Passion for driving continuous improvement and innovation in product and service delivery.

Location(s):

India Remote

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