This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Team Ranger (Lead - L2) based in India.

As a Team Ranger (Lead - L2), you will serve as a senior technical escalation specialist, helping resolve complex Microsoft Teams and contemporary workplace technology issues. You will lead escalation quality initiatives, strengthen technical support processes, and reduce resolution times across delivery partner teams. Working closely with technical stakeholders, you will improve troubleshooting effectiveness, customer satisfaction, and overall service delivery. You will provide coaching and mentorship to L1 and L2 support professionals, helping them build technical expertise and confidence. The role also involves analyzing recurring incidents, identifying emerging workload trends, and developing knowledge resources to prevent repeat issues. You will contribute to continuous improvement by leveraging automation, AI-powered support tools, and innovative diagnostic solutions in a collaborative, customer-focused environment.




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Accountabilities

• Lead and manage L2 technical escalations involving Microsoft Teams, ensuring efficient troubleshooting, timely resolution, and minimal customer impact.

• Drive escalation quality management by ensuring all delivery partner escalations meet established standards for documentation, issue scoping, diagnostic evidence, and handover to specialized technical teams.

• Proactively triage complex cases, remove technical blockers, and resolve predefined end-to-end scenarios within the delivery partner environment before escalating them further.

• Monitor escalation volumes, resolution timelines, and recurring workload trends to identify root causes, anticipate potential issues, and recommend targeted improvements.

• Provide technical coaching, mentoring, and guidance to L1 and L2 support teams, strengthening troubleshooting capabilities and promoting consistent suppo

📌 Team Ranger (India)
🏢 Jobgether
📍 India