Lead

TIGI HR

0 years

0 Lacs

india

Posted:2 days ago| Platform:

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Skills Required

support service leadership mentoring training troubleshooting escalation design efficiency documentation management jira confluence databricks

Work Mode

On-site

Job Type

Contractual

Job Description

We are seeking an experienced professional to lead and manage our L1 support team, ensuring exceptional service delivery and operational excellence.

Key Responsibilities

Provide team leadership by assigning tasks, setting performance goals, and mentoring team members to boost productivity.
Conduct regular training to strengthen product knowledge and troubleshooting capabilities.
Serve as the primary escalation point for critical client issues and ensure timely resolution.
Design, implement, and refine support processes for improved efficiency and service quality.
Create and maintain comprehensive documentation, FAQs, and knowledge base content.
Oversee incident management, driving rapid response and resolution of high-priority issues.
Communicate effectively with stakeholders during outages or major incidents.
Remain flexible to work in 24/7 shifts and provide on-call support as needed.

Required Skills

Hands-on experience with Jira, Confluence, and Slack.
Exposure to New Relic and Databricks is an added advantage.

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