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 prospects.
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.
Solid 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 developing high-performing teams.
Ability to drive process improvements, operational governance, and continuous improvement initiatives
Bachelors degree in Engineering or equivalent qualification.
Exposure to Google Cloud Platform (GCP) or cloud support operations is preferred.

📌 Technical Team Lead Database Operations Google Cloud Platform Chennai
🏢 Tata Consultancy Services
📍 Chennai