Sr Technical Lead (Support & Operations)

Technology, Data & Digital · Cloud Engineering · DevOps

Smart Summary

AI-generated overview of this position

This role as a Sr Technical Lead for Support & Operations in Bangalore, India, focuses on ensuring timely resolution of escalated incidents and providing technical guidance to the team. Key responsibilities include maintaining SLA compliance, mentoring team members, preparing SOPs, and ensuring positive customer satisfaction.

Job Summary

To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

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#Support#Operations#Technical Lead#SLA#Mentoring#SOPs#Documentation#Knowledge Sharing#Change Management#Capacity Planning#Customer Satisfaction#Root Cause Analysis#Trend Analysis