Technical Support Team Lead (Cloud Hosting)

JD: Technical Support Team Lead (Cloud Hosting)

Location:

Team Size:

Reports to:

Shifts:

Experience

Role Summary

incident commander

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.