Sr Technical Lead (Support & Operations)

Responsibilities

• Ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA.
• Perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation, and knowledge sharing.
• Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders.
• Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
• Ensure positive customer feedback & satisfaction through active participation in customer meetings.
• Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.