Overview
ABOUT THE ROLE & TEAM
The Lead Analyst / Team Lead provides real-time operational leadership for a shift or team. You will coordinates execution, protects incident ownership, manages priority response, coaches analysts and converts operational evidence into corrective action and improvement.
The Service Desk provides 24/7 global support from Delhi and Montreal, managing incidents, service requests, customer communications and escalations through to resolution.
What You’ll Do
Shift Leadership & Incident Management
• Lead real-time Service Desk operations across queues, channels and skills, prioritizing work based on customer impact, SLA risk and capacity.
• Ensure incidents have explicit ownership, next actions and appropriate communication.
• Coordinate P1 and Major Incident response, mobilizing support teams and maintaining operational control.
• Execute shift handovers covering incidents, risks, commitments, resource constraints and follow-up actions.
• Operate within approved coverage models, including on-call participation where required.
Customer Experience
• Ensure service restoration and customer outcomes remain the priority during operational pressures.
• Review critical customer communications for quality, accuracy and clarity.
• Analyze customer dissatisfaction, repeat contacts and failed resolutions, implementing corrective actions.
Service Intelligence & Operational Excellence
• Use dashboards, service health, demand trends and configuration data to guide operational decisions.
• Identify emerging risks, recurring incidents, routing issues and capacity constraints.
• Apply leading indicators to proactively mitigate service risks and improve operational performance.
AI, Automation & Digital Adoption
• Promote adoption of approved AI, automation, self-service and digital support capabilities.
• Monitor usage, quality and business impact, addressing control or adoption gaps.
• Identify and build improvement opportunities based on recurring
📌 Senior Specialist/Engineer Service Operations (India)
🏢 SITA
📍 India