10,129 Support Team Lead jobs in India

Job Title: Technical Operations Lead

Location: Indore, MP (work from office only)

Experience: 7–12 Years

Shift: 24x7 Rotational Shifts

Qualification: B.Tech/B.E. in Computer Science, Information Technology, or a related field

Job Summary:

We are seeking a highly skilled and experienced Technical Operations Lead to oversee and guide a team of technical professionals in a dynamic, 24x7 production environment. The ideal candidate will have a strong background in Linux system administration, incident management, production deployments, and cross-functional coordination. This role demands a proactive leader who can manage escalations, ensure system uptime, and drive operational excellence.

Key Responsibilities:

• Lead and mentor a team of 10+ technical operations engineers.
• Guide the team in handling critical situations and high-severity incidents.
• Manage and resolve L2/L3 technical issues, ensuring minimal downtime and quick resolution.
• Handle customer escalations and coordinate with internal stakeholders for timely resolution.
• Escalate critical issues through the appropriate hierarchical channels.
• Collaborate with cross-functional teams including development, QA, and infrastructure.
• Monitor systems using industry-standard tools and respond to alerts proactively.
• Guide the team in performing production deployments, patching, and release management.
• Maintain and troubleshoot On-premise server infrastructure.
• Ensure adherence to operational processes and documentation standards.
• Participate in 24x7 shift rotations and provide on-call support as needed.

Required Skills & Qualifications:

• 8–12 years of experience in technical operations or system administration.
• Proven experience in leading and managing technical teams.
• Strong Linux administration skills (command-line, scripting, troubleshooting).
• Solid understanding of networking fundamentals (beyond basic level).
• Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, etc.).
• Experience in incident management and root cause analysis.
• Familiarity with ITIL processes and escalation management.
• Experience in production deployment and release management.
• Working knowledge of Hadoop and distributed systems.
• Basic knowledge of Docker and Ansible.
• Excellent communication and coordination skills.
• Ability to work under pressure in a fast-paced environment.

Preferred Qualifications:

• Certifications in Linux (RHCE, LFCS), Networking (CCNA), or ITIL.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.
• Automation/scripting experience (Shell, Python, Ansible) is an advantage.

• Lead, train, and manage a team of technical support representatives, fostering a high-performance culture.
• Oversee the daily operations of the customer support desk, ensuring adherence to service level agreements (SLAs).
• Provide advanced technical support and troubleshooting for complex customer issues.
• Develop and implement efficient support processes and workflows to improve response and resolution times.
• Monitor support metrics and KPIs, analyzing trends and identifying areas for improvement.
• Create and maintain technical documentation, knowledge base articles, and FAQs for both internal and external use.
• Act as a point of escalation for unresolved customer issues, ensuring prompt and satisfactory resolution.
• Collaborate with engineering and product development teams to provide feedback and identify product improvements.
• Manage customer support tools and systems, ensuring they are up-to-date and functioning effectively.
• Conduct performance reviews and provide coaching to team members to enhance their skills and career development.
• Ensure a high level of customer satisfaction through proactive communication and exceptional service delivery.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership or supervisory role.
• Strong knowledge of operating systems (Windows, macOS, Linux), network protocols, and hardware troubleshooting.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, interpersonal, and customer relationship management skills.
• Proven ability to lead and motivate a team.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in developing training materials and conducting technical training sessions.
• Familiarity with ITIL best practices is a plus.

• Lead and mentor a remote technical support team.
• Manage incoming support requests and ensure timely resolution according to SLAs.
• Act as a primary escalation point for complex technical issues.
• Develop and implement efficient support processes and workflows.
• Monitor support ticket queues and team performance metrics.
• Create and maintain a comprehensive knowledge base for customer and internal use.
• Collaborate with development and QA teams to report and track software bugs.
• Conduct regular training sessions for support staff.
• Gather customer feedback and identify areas for product and service improvement.
• Ensure high levels of customer satisfaction through effective problem-solving.

• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Proven experience troubleshooting software and hardware issues.
• Proficiency with helpdesk and ticketing systems (e.g., Zendesk, ServiceNow).
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent problem-solving, analytical, and communication skills.
• Experience managing remote teams.
• Customer-centric mindset with a passion for service excellence.
• Familiarity with the tech support landscape in Ghaziabad, Uttar Pradesh, IN is a plus.

• Lead, train, and motivate a team of technical support engineers, fostering a culture of excellent customer service and continuous learning.
• Oversee the resolution of complex technical issues reported by customers, ensuring timely and satisfactory outcomes.
• Develop and implement support policies, procedures, and best practices to enhance efficiency and customer satisfaction.
• Monitor support queues and agent performance, identifying trends and areas for improvement.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
• Collaborate with engineering and product development teams to provide feedback on product issues and feature requests.
• Manage escalations and ensure effective communication with customers during issue resolution.
• Conduct regular performance reviews and provide coaching to team members.
• Analyze support metrics and provide regular reports on team performance and customer satisfaction.
• Stay abreast of new technologies and industry trends to continuously improve support offerings.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Proficiency in troubleshooting a wide range of hardware and software issues.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of network protocols, operating systems, and common application software.
• Excellent communication, interpersonal, and customer service skills.
• Demonstrated ability to lead and develop a team.
• Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.
• Experience in developing and delivering technical training is a plus.