Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 qualified experts across the globe, we service some of the worlds' most successful Fortune 500 and Fortune 1000 companies.
Role Summary
The Team Leader will be responsible for the day-to-day supervision of NOC Engineers and System Engineers supporting managed services clients. This role requires a solid technical foundation across infrastructure, networking, and systems administration, combined with proven experience in a contact center or queue driven support setting. The ideal candidate has worked within an MSP setup, understands ConnectWise, and can balance operational execution with people leadership, ensuring service quality, coverage, and a customer first culture across the team.
Key Responsibilities
Team and Performance Management




• Supervise and mentor a team of NOC and System Engineers, ensuring consistent service delivery standards
• Monitor call and ticket queues in real time to ensure SLAs and response times are met
• Conduct call listening and quality reviews, providing structured, constructive feedback to engineers
• Identify skill and knowledge gaps within the team and coordinate relevant training interventions
• Drive a customer first mindset across the team through coaching, reinforcement, and example
Operational Oversight
• Manage ticket backlog actively, prioritizing based on severity, client impact, and SLA exposure
• Build and manage shift schedules to ensure adequate coverage across all required hours, including weekends and holidays where applicable
• Track attendance, adherence, and utilization, and take corrective action where required
• Escalate and coordinate on major incidents, ensuring timely communication

📌 Technical Services Manager Bengaluru
🏢 Anovia
📍 Bengaluru