Everseen: A leader in vision AI solutions for the world’s leading retailers.

The Role

As a Team Leader - EMEA, you will be responsible for Managing, assisting Team with Linux-based systems to the team, and interacting with the band Members for EMEA region. You will work in the Tech Support team to ensure the smooth operation of all the daily reports and assist team in resolving technical issues and will follow the SLA given by each Band.

Job Responsibilities
Oversee the day-to-day operations of the Technical Support Team.
Record and track team SLAs and workflows.
Schedule regular performance review meetings to discuss achievements, areas for improvement, and career development.
Provide constructive feedback and work collaboratively to create action plans for improvement.
Foster open communication with customers through surveys, feedback sessions, and regular check-ins.
Train employees in excellent customer service and encourage a customer-centric mindset.
Ensure that all customer Issues are resolved/escalated correctly to respective Team.




Escalate to management any trending issues and/or incidents that might need to be escalated to a Major Incident
Monitor ticket queue to meet SLA's and provide quick resolution to the end user community, including updating them when appropriate with the help of Voice Support Team.
Regularly review customer feedback to identify recurring issues and implement preventive measures.
Continuously evaluate and improve management processes based on feedback and performance metrics.

Profile and Skills
Bachelor's degree, Information Technology/CSE, or a related field (or equivalent work experience).
4+ years of experience as Supervisor/ Team Leader
Good English communication Skills
Red Hat Certified System Administrator (RHCSA) is mandatory.
People management skills
Valuable knowledge of the ticketing tools such as Jira, Service now.
Valuable knowledge of Monitoring tools such as Grafana and Prometheus
Valuable k

📌 Team Leader Tech Support Pune (India)
🏢 Everseen
📍 India