Are you passionate about leading technical teams while helping customers protect and recover their critical business data?

Do you enjoy combining deep backup expertise with team leadership, service excellence, and customer success?

Are you looking for an prospect to lead a global support team while driving continuous improvement across backup and recovery services?

At SoftwareOne, we help organizations secure, protect, and optimize their technology environments through expert managed services and technical support. We are looking for a Team Lead – Backup Services (Commvault) to lead a global team supporting backup and recovery solutions while ensuring exceptional customer experiences, operational excellence, and technical quality.

As the Team Lead – Backup Services, you will be responsible for the day-to-day leadership of a technical support team focused on Commvault backup solutions. You will act as the primary escalation point for critical incidents, mentor team members, drive service improvements, and ensure the team consistently delivers high-quality support to customers across multiple regions and time zones.

Key responsibilities:

- Leading and supporting a team of backup specialists, ensuring high levels of service quality, customer satisfaction, and operational performance.
- Acting as the primary escalation point for complex or high-priority backup and recovery incidents, driving issues through to resolution.
- Conducting quality reviews, coaching sessions, and regular team engagement activities to support continuous development and performance growth.
- Monitoring service delivery metrics, incident trends, SLA achievement, and operational performance while driving service improvement initiatives.
- Coordinating shift coverage, stakeholder communication, vendor engagement,



and cross-functional collaboration to support global customer operations.
- Providing leadership for major incident management, root cause analysis activities, process improvements, and technical knowledge sharing.

Job Requirements

- Experience leading, mentoring, or supervising technical support teams within backup, infrastructure, storage, or managed services environments.
- Strong expertise in Commvault backup and recovery solutions, including administration, troubleshooting, configuration, and operational support.
- Knowledge of backup infrastructure concepts including disaster recovery, storage systems, deduplication, retention management, and cloud backup targets.
- Experience managing major incidents, escalations, root cause analysis, and service improvement initiatives.
- Strong communication, coaching, stakeholder management, and leadership skills with the ability to engage customers, vendors, and technical teams.
- Familiarity with ITIL-based service management processes, including Incident, Problem, and Change Management.

Company description SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.

📌 Team Lead - Backup Simple (Gurugram)
🏢 SoftwareONE
📍 Gurugram