Technical Support Team Lead (Cloud Hosting) Comhard Technologies Pvt Ltd

5.0 - 7.0 years

0 Lacs

noida, uttar pradesh, india

On-site

JD: Technical Support Team Lead (Cloud Hosting) Location: Noida Team Size: 15+ (L1/L2) Reports to: Head of Support (or CTO) Shifts: Rotational, on-call for P1s Experience - 5 years in customer support 3 year in Team lead Role Summary Own day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings. Youll lead a 15+ member team, drive first-time fix and SLA adherence, be incident commander for P1s, and tighten runbooks, monitoring, and handoffs with Infra team(L3). Key Responsibilities Team & Queue Leadership Run daily stand-ups; manage queues, priorities, and escalations (L1?L2?L3). Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s. Own shift rosters with Ops Lead; ensure 247 coverage without burnout. Technical Triage & Incident Management Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams. Validate signals from monitoring tools, correlation, and rollback/containment calls. Ensure clean handoffs to Infra L3 with complete context, logs, and timelines. SLA, Quality & Tooling Maintain >95% SLA on P2P4, target MTTR ? 20% in 90 days. Maintain service desk tool hygiene: categories, templates, SLA timers , automations, and CSAT workflows. Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes. Knowledge & Prevention Convert solved tickets to KB/runbooks ; hit 80% runbook coverage for recurring issues. Raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev. Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events). Customer Communication Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms. Must-Have Skills Hands-on: Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates. Virtualization/cloud: VMware/vCenter , CloudStack/OpenStack basics, snapshots/DR. Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK , PRTG/Prometheus, backups. Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash. ITIL Foundation (or equivalent exposure). Nice-to-Have Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals. Certifications: NSE-1/2, MS-900/SC-900, AWS CCP. Success Metrics (first 90 days) SLA adherence ? 90% (P2P4); P1 comm cadence met 100% . MTTR ? 20% , reopen rate < 8% , CSAT ? 4.5/5 . Runbook coverage ? 80% for top 20 recurring issues. Ticket backlog >7 days reduced by 60% ; clean Problem/RCA pipeline in place. Show more Show less

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