- Manage day-to-day operations of the Technical Support Center.

- Lead and supervise a team of 20+ technical support associates.

- Ensure 24/7 support coverage and operational continuity.

- Handle international inbound and outbound technical support calls.

- Lead major incident management and critical issue resolution.

- Monitor team performance and provide coaching and feedback.

- Analyse and report KPIs including AHT, CSAT, FCR, and Adherence.

- Ensure compliance with Service Level Agreements (SLAs) and TATs.

- Diagnose and resolve hardware, software, browser, and application issues.

- Queue Management and Monitoring for Priority Setting.

- Provide technical support to stores via phone, chat, and remote support tools.

- Manage customer and store escalations effectively.

- Collaborate with stakeholders and cross-functional teams to improve service delivery.

- Present technical findings and operational updates to management.

- Drive process improvement and operational excellence initiatives.

- Support workforce planning, scheduling, and resource management.





- Maintain high standards of 7Eleven Store and technical support.

- Participate in on-call rotations and flexible work schedules as required.
- Ensure adherence to ITIL best practices and incident management processes.

- Create and maintain operational reports and performance dashboards.

Requirements

- 10+ years of experience in a Technical Support Center environment, Minimum 5+ years of team leadership or supervisory experience.
- Experience with Service Now, Jira and Networking tools like Juniper and Aruba, DEX, POS, Service delivery operations.
- Experience managing teams in a 24/7 support environment.
- Solid understanding of computer networks, operating systems, and basic troubleshooting.
- Strong stakeholder management and cross-functional collaboration skills.
- Knowledge of support tools, reporting dashboards, and ticketing systems.
- ITIL V3/V4 Practitioner certification added advantage.
- Willingness to work from the office 5 days a week in a 24/7 support setting.

📌 Lead Supervisor (Bengaluru)
🏢 Recruise India Consulting
📍 Bengaluru