BriefCase
BriefCase

Technical Support Lead Job in Tudip Technologies Pvt. Ltd.

Technical Support Lead

Tudip Technologies Pvt. Ltd. 4+ weeks ago
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Job Summary
  • Experience in Incident/Problem/Change/Knowledge Management
  • Provide any technical/non technical training that team members need.
  • Handle customer escalations.
  • Maintain ownership of issues/escalations until resolution, drive other teams as needed, set
    customer expectations accordingly.
  • Work and collaborate with cross functional teams efficiently.
  • Responsible for the individual/team level goals/metrics.
  • Identify improvement opportunities and drive process changes appropriately.
  • Handle Support related projects as prescribed by the management.
  • Create and distribute team level reports and present to the management.
  • Monitor team workload and ensure 100% productivity and utilization in the team.
  • Reporting on KPIs and team progress.
  • Identify skill gaps in the team and define enablement path for each of the members.
  • Assist the service management layer as and when requested.
  • Gathers information for cost models, creates preliminary technical resource allocation plans,
    and provides technical input and consultation.
  • Educational Qualification: Bachelors/Masters Degree in Computer Science or Information
    Technology.
  • Minimum 4 years experience in application support.
  • Always seeks creative solutions for complex internal and external challenges on product and
    service delivery.
  • Demonstrated leadership skills; able to take the lead in making improvement and resolving
    issues.
  • Experience with Technical Support Case handling Platforms: Salesforce/Zendesk
  • Prompt, responsive, responsible and friendly approach to the customer situation
  • Works well within a team environment.
  • Able to communicate effectively to convey and clarify information
  • ITIL accreditation preferred.
  • AWS and knowledge of cloud technologies will be an advantage.
  • Excellent written and verbal communication skills in English.

Qualification :
Bachelors/Masters Degree in Computer Science or Information Technology.
Experience Required :

Minimum 4 Years

Vacancy :

2 - 4 Hires

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