Tech Support Lead

2 weeks ago

New Delhi, India PEOPLEOCITY LLP Full time

Tech SupportLead

JobSummary:

Asthe Technical Support Lead you will be responsible for overseeingand managing all IT supportrelated issues that arise in our techproduct environments ensuring high availability and promptresolution of issues in alignment with SLAs. Your keyresponsibilities include coordinating with a 24x7 support teamliaising with internal technical teams managing escalations andmaintaining service levels on uptime response and resolution times.You will also track and report on issues based on their severityaiming to continuously improve our supportprocesses.


Keyresponsibilities:

1.Issue Management: Oversee and manage all IT supportrelated issuesand tickets that arise in production environments related to ourtech products forclients.

2.Team Coordination: Coordinate with the 24x7 support team to ensuretimely and efficient resolution oftickets.

3.Internal Collaboration: Liaise with internal technical teams tofacilitate issue resolution and maintain operationalcontinuity.

4.SLA Compliance: Ensure that service level agreements (SLAs)regarding uptime response times and resolutions are consistentlymet.

5.Escalation Management: Manage escalations effectively ensuring thatcritical issues are prioritized and addressedpromptly.

6.Reporting and Analysis: Track and provide detailed reports onissues categorizing them by severity levels to identify patternsand areas forimprovement.


Outcomes:

1.Service Excellence: Maintain or exceed established SLAs for alltechnical supportmetrics.

2.Operational Efficiency: Enhance the efficiency of the supportprocess reducing response and resolutiontimes.

3.Client Satisfaction: Achieve high levels of client satisfactionthrough effective issue management andresolution.

4.Continuous Improvement: Identify and implement improvements in thesupport process based on issue reportanalysis.


Competencies:

1.Technical Proficiency: Deep understanding of IT support processesand technical details pertinent to the companysproducts.

2.Leadership: Proven ability to lead and manage a technical supportteam in a highpressureenvironment.

3.Problem Solving: Exceptional problemsolving skills with asystematic approach to troubleshooting and crisismanagement.

4.Communication: Strong communication skills to coordinate betweeneffectively teams and communicate withstakeholders.

5.Analytical Thinking: Ability to analyze data understand trends andmake datadriven decisions to improve servicedelivery.



Requirements

Experience&Background:

1.At least 8 years of experience in technical support or similarroles preferably in a leadership position managing IT support fortechproducts.

2.ITIL PMP or other relevant IT service management certifications arerequired.

3.Handson experience with JIRA and other project managementtools.



Experience & Background: 1. At least 8 years of experience intechnical support or similar roles, preferably in a leadershipposition managing IT support for tech products. 2. ITIL, PMP, orother relevant IT service management certifications are required.3. Hands-on experience with JIRA and other project managementtools.

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