Job Title: Team Lead, Content Quality Monitoring

Location: Gurgaon

Experience : 4+yrs

About the Role

We are seeking a dynamic and technically proficient Team Lead to oversee our Content Quality Monitoring team. In this role, you will be responsible for managing a team of technical support associates who handle critical escalations related to data pipelines.

Key Responsibilities

Team & People Management:

- Lead, mentor, and manage a team of technical support associates.
- Conduct regular training needs analysis and organize training sessions to keep the team updated on the latest tools, processes, and product requirements.
- Foster a collaborative and high-performance team environment, ensuring staff productivity and positive client perceptions.
- Oversee team scheduling and workload distribution, particularly in a 24x7 shift environment.

Technical & Operational Leadership:

- Act as the primary On-Call Point of Contact (POC) for critical, time-sensitive technical escalations and outages.
- Manage and drive the team's debugging and troubleshooting activities within defined SLAs, ensuring timely responses and resolution.
- Assist the team in resolving complex technical breakdowns to prevent production issues.
- Possess a basic knowledge of data ingestion or demonstrate a strong willingness to learn new tools and technologies within the Google infrastructure.
- Handle database management and data using internal Google applications.

Process & Incident Management:

- Coordinate between incident management and other service management processes.
- Drive the efficiency and effectiveness of the incident management process.
- Analyze problems for correct prioritization and classification and raise RFCs (Requests For Change) to resolve them.
- Ensure all service models and designs conform to strategic and architectural requirements.
- Oversee the documentation of all workflows,



customer-reported problems, and their resolutions.

Stakeholder & Client Management:

- Serve as the team's technical advisor in cross-functional meetings with management, development teams, and Product Management.
- Regularly interact with clients to discuss pipeline blockages, escalation progress, and project requirements.
- Prepare and present SOPs, QBRs (Quarterly Business Reviews), and operational guidelines.
- Effectively communicate priorities, processes, and issues to managers and clients.

Performance & Metrics:

- Monitor and meet key performance indicators (KPIs) such as Productivity, Quality, and First Response Time (FRT).
- Review operational metrics and reports throughout the day to optimize throughput and workflows.
- Address SLA areas of concern and take proactive action on service requests approaching SLA thresholds.

A Typical Day in This Role

- Receive a handoff from the previous shifts lead and review any outstanding critical items.
- Review current major incidents, scheduled outages, and daily events to adjust staffing plans as needed.
- Monitor and address SLA concerns, evaluating service requests that are approaching or exceeding their targets.
- Analyze operational metrics to identify areas for improvement and optimize team workflows.
- Mentor team members on product updates, new pipelines, and technical skills.
- Follow up with clients on critical issues and work with cross-functional teams to achieve project goals.

Required Qualifications & Experience

- Proven experience in a technical support or incident management team lead role.
- Strong troubleshooting and problem-solving skills in a support setting.
- Hands-on experience with SQL, Databases, and Spreadsheets (e.g., Excel).
- Knowledge or hands-on experience with at least one programming language.
- Experience with incident management processes.
- Knowledge of Hume.
- Must be open to working in a 24x7 shift environment.

📌 Team Lead, Content Quality Monitoring (Gurugram)
🏢 Tu0026N Business Services
📍 Gurugram