SENIOR LEAD

As the Support Lead for Product Support, your role is crucial in ensuring customer satisfaction by efficiently resolving complex issues and driving proactive improvement initiatives. You will lead troubleshooting efforts, conduct root cause analyses, and implement preventive measures to enhance product reliability and team performance. Your contributions directly impact the organization's commitment to delivering superior support services and fostering continuous improvement. Key Responsibilities: - Troubleshoot and resolve critical and complex support tickets using product knowledge and diagnostic tools, ensuring minimal disruption to customer operations. - Conduct hands-on root cause analysis for critical issues, document findings, and recommend actionable solutions to prevent recurrence. - Implement preventive measures and best practices to reduce future defects and improve product stability based on analysis and feedback. - Provide technical assistance and mentorship to team members in resolving escalated customer issues, promoting knowledge sharing and skill development. - Lead continuous improvement activities by analyzing support metrics and team performance, identifying areas for enhancement, and executing strategies to elevate service quality. Qualification Required: - Strong understanding of product support processes for L1, L2, and L3 tiers. - In-depth knowledge of troubleshooting methodologies and tools relevant to product issues. - Excellent analytical skills for conducting root cause analyses and developing preventive measures. - Solid communication skills for effective collaboration with team members and customers. Certification: - ITIL Foundation Certification is optional but valuable for understanding service management best practices. No. of Positions: 2 Additional Details: - Auto req ID: 1583739BR - Primary Skill: Technical Skills (ERS)-Other Technical Skills-Product Support (L1-L2-L3) - Secondary Skill 1: Technical Skills (ERS)-Other Technical Skills-Backend Support - Secondary Skill 2: Quality Management Skills (ERS)-Domain Process-Telecom - Secondary Skill 3: Quality Management Skills (ERS)-Service Management-ITSM,