Key Responsibilities:

Team Leadership & Operations Management:

- Lead daily operations of the technical support team, ensuring adherence to SLAs, TAT, and KARAs.
- Develop strategies to optimize team performance and efficiency.

Roster & Shift Management:

- Oversee team rosters to ensure adequate coverage and balanced workloads.

Client Engagement & Escalation Handling:

- Act as primary point of contact for client escalations, resolving complex technical issues promptly.
- Maintain solid client relationships and ensure high satisfaction levels.

Training & Development:

- Conduct regular training sessions to enhance team technical skills and product knowledge.
- Foster a culture of continuous learning and improvement.

Ticket Resolution & Incident Management:

- Ensure timely and effective resolution of support tickets.




- Coordinate incident management processes with cross-functional teams.

Reporting & Performance Monitoring:

- Generate and analyze performance reports, highlighting team performance, ticket trends, and improvement areas.
- Monitor KPIs to ensure service excellence.

Process Improvement & Documentation:

- Identify opportunities to enhance efficiency and service quality.
- Maintain documentation of support procedures, troubleshooting guides, and knowledge base articles.

Skills: Incident Management, Coding, Analytical Thinking, Linux, Process Improvement

Experience: 3.00-5.00 Years

📌 Lead - Technical Support (Bengaluru)
🏢 Dozee
📍 Bengaluru