- Lead and manage database support operations, ensuring high-quality service delivery and operational excellence.
- Monitor case queues, workload distribution, and team performance to meet SLA/SLO commitments.
- Perform quality reviews and audits, providing coaching and structured feedback to team members.
- Drive incident, escalation, and service management processes across the support organization.
- Analyze operational metrics, dashboards, and reports to identify trends, risks, and improvement opportunities.
- Manage real-time queue performance, workforce adherence, and resource utilization.
- Act as the primary escalation point for critical customer, operational, and process-related issues.
- Deliver onboarding programs, technical training, and continuous learning initiatives for support teams.
- Collaborate with stakeholders to improve service quality, customer satisfaction, and operational efficiency.
- Ensure compliance with organizational processes, governance standards, and support best practices.




- Drive process improvement initiatives through data analysis and operational insights.
- Support performance management, career development, mentoring, and team engagement activities.

Preferred candidate profile
- 6to 8 years of experience in Technical Support, Service Operations, Managed Services, or Database Operations.
- Prior experience leading support teams, managing workloads, and driving operational excellence.
- Basic understanding of Database technologies and cloud-based support environments.
- Strong knowledge of SLA/SLO management, incident management, and escalation handling.
- Experience with case management systems, ticketing tools, and operational dashboards.
- Robust analytical, reporting, and data-driven decision-making skills.
- Experience in quality audits, queue management, workforce adherence, and performance monitoring.
- Excellent stakeholder management, communication, and customer-facing skills.
- Experience coaching, mentoring, and devel

📌 Technical Team Lead (Chennai)
🏢 Tata Consultancy Services
📍 Chennai