TECHNICAL SUPPORT GROUP LEAD (TSG)

Scope And Key Responsibilities

The role has five distinct responsibility areas, listed in order of priority for the first 180 days.

TSG / L2 Leadership — Building the function

– Define the TSG — what it is, what it is not, what L2 means in the MR context. Communicate clearly internally.

– Design and agree the TSG headcount plan with Manish and Biren — initial team size, skill profiles, hiring timeline.

– Own the work prioritisation for TSG. Define and enforce the triage decision tree: what TSG resolves, what goes to back-office SWAT (Ashfaq's team), what goes to NPD only under exception.

– Build a skilling and certification path for the team — what does an L2-certified TSG engineer look like? Define, publish, and track.

– Set performance standards and review cadence for the TSG team. The leader is accountable for the group's output, not just their own technical contribution.

– Eventually transition the TSG under Shailesh Sule (Customer Success / Ops Head) as the function matures.

Running Lane — Immediate recovery (first 30–90 days)





– Take immediate ownership of L2 technical support for live accounts: TEPL, Visteon, DICV, CAT.

– Conduct issue classification: product-defect vs site-execution. Route each correctly and confirm routing with PMO (Sameer) within 30 days.

– Provide direct L2 field support for I&C; escalations — be present at site when required.

– Build and deploy the dispatch software support capability within TSG — this is a specific gap identified in the value stream.

– Complete deferred validation at live accounts under controlled conditions — document what was skipped and run the protocols.

– Deploy customer-confidence communication protocol with Site Incharges — time-bound recovery plans that rebuild trust.

NPD Firewall — Guardian of the platform franchise

– Own and enforce the NPD Firewall from day 1. The rule: Physical-AI NPD engineers are not available for site firefighting except under a controlle

📌 Technical Support Group Lead (Gurugram)
🏢 Novus Hi-Tech
📍 Gurugram