Managing and supervising team members in the Shifts
Conduct daily meetings / Team huddles
Organizing shift schedules and rosters for team members as per project requirements
Proactively perform daily queue management tasks, including Assigning tickets, ensuring FTR and resolution SLAs are met, balancing team member ticket counts, ensuring escalation from tier to tier happens promptly, ensuring tickets are updated regularly, and ensuring ticket updates are of proper structure and quality.
Ensure engineers prioritize work appropriately and work on issues effectively. Coach and provide direction to engineers.
Act as an escalation point for their team.
Performs weekly x's with engineers and weekly team meetings to ensure the team is on track and meeting deliverables
Escalate, Coordinate,



and engage with Respective Technical teams during Major and Critical incidents
Handling customer escalations and managing conflicts
Responsible for Shift handover and takeover
Onboarding Recent team members as per Red River's onboarding process
Conducting performance / Productivity reviews and sharing feedback with the Team & Management
Strong analytical and troubleshooting skills, with familiarity with ITIL practices.
Experience in IT support within a managed services organization, with a broad understanding of different technologies.
Create and execute Training plans for the Team members.
Excellent English communication skills for both technical documentation and customer interactions.

📌 TECHNICAL LEAD (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru