Technical Team Leads are the hands-on senior engineers who run day-to-day technical delivery for an application support managed service. Each TL anchors one of three ServiceNow queues Operations Applications, Workforce/Mobile Applications, or Data & Analytics owning triage, complex escalations, and team operations for their domain. This is not a people-only management role: TLs are the deepest technical resource on shift, personally handling P1/P2 incidents, root cause analysis, and complex L3 work, with required US-hours overlap so a senior technical decision-maker is available throughout the US business day.
Key Responsibilities
- Continuously monitor the assigned ServiceNow queue; perform real-time triage on inbound incidents — priority validation, categorization, assignment, and SLA clock management.
- Personally own all P1 (Critical) and P2 (High) incidents from declaration through resolution and postmortem; serve as Incident Commander on bridge calls.
- Handle complex L2/L3 incidents that exceed engineer capability — production debugging, log/heap analysis, query profiling, infrastructure diagnostics.
- Author and review runbooks for the assigned application portfolio; approve all production changes within the queue and represent the queue on the CAB.
- Lead a pod of 4–7 engineers (Sr Ops, Ops, L1 Triage) across Night, Day, and Overlap shifts; manage PTO with seasonal blackout constraints; run daily standups and weekly retrospectives.
- Drive the cross-training program — ensure every application in the queue has 3+ engineers competent at L2 within 6 months.
- Coordinate change management with the application development vendor; drive resolution of 'Awaiting Change' tickets.
- Conduct technical performance reviews; mentor engineers on technology and incident response.
Preferred candidate profile
- Industry experience in transportation, fleet, or mobility.
- Experience supporting mobile application backends.
- AWS Solutions Architect or DevOps Engineer certification.
- Snowflake or Databricks exposure for cross-coverage of data/analytics workloads.
- Prior managed-services vendor takeover or transition leadership.
📌 Technical Team Lead (Hyderabad)
🏢 Insight Global Technologies
📍 Hyderabad
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