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 simultaneously and Knowledge sharing.
• Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
• Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
• Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
• Validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.