Job Role- Support Tech Lead

Experience- 8 to 12 years

Overview: To lead day-to-day support operations across three key manufacturing and process-industry accounts, owning client interaction, Weekly Status Reporting (WSR), SLA adherence, MTTR improvement, ticket aging control and end-to-end Incident Management, supported by relevant domain knowledge in petrochemicals or supply chain.

Roles & Responsibilities
Lead day-to-day support operations for three process-industry / manufacturing accounts, coordinating L1, L2 and L3 teams across shifts.
Act as the primary point of contact for client stakeholders run daily connects, weekly service reviews, and escalation calls.
Produce and publish Weekly Status Reports (WSR) along with monthly service dashboards and management summaries.
Own SLA definition, monitoring and adherence; drive corrective action on breaches and at-risk tickets.
Track and improve MTTR, MTTA, first-time-right resolution and overall backlog health across all queues.
Govern ticket aging – run daily triage, prioritisation, assignment and aging reviews to keep the backlog within agreed thresholds

📌 Technical Support Lead Kolkata
🏢 ERM Placement Services
📍 Kolkata