Company Description Pulse Telesystems is a leading telecom solution provider in India, delivering personalized telecom services that support evolving business needs. Founded in 2004 and headquartered in Chennai, the company has expanded into multiple major metropolitan cities, serving over 4,000 clients across diverse industries. Its offerings include Internet Leased Lines, VoIP Solutions, Cloud Telephony, Virtual Numbers, SIP Internet Calling, custom CRM integrations, and advanced spam monitoring and CNAM services. Pulse Telesystems is a trusted telecom partner for top enterprises such as Zoho, MGM Healthcare, Larsen & Toubro, CEAT, India Cements Ltd., and PVR Cinemas, helping them improve performance and reliability. Team members join a growing organization focused on innovation, service quality, and long-term client relationships. Role Overview We are looking for a highly proactive, disciplined and accountable Support Shift Lead to own day-to-day support operations during an assigned shift. The person will actively monitor tickets and incidents from logging through resolution, enforce response and resolution SLAs, coordinate the team, and communicate clearly with stakeholders. This role requires a hands-on leader who follows up relentlessly, escalates risks early, maintains accurate updates, and holds the team to agreed processes and commitments.

Key Responsibilities
1. Support Ticket & Incident Ownership ● Monitor the support queue continuously and ensure every issue has a clear owner, priority, next action and target time. ● Track tickets end-to-end—from acknowledgement and triage to troubleshooting, resolution, validation and closure. ● Review ageing, overdue, stalled, reopened and high-priority tickets; drive action plans to prevent avoidable delays. ● Enforce response, update and resolution SLAs; escalate potential breaches before they occur. ● Coordinate major incidents, ensure timely technical escalation, and maintain an accurate incident timeline and handover notes. 2. Team Leadership & Performance ● Allocate and rebalance work based on severity, skills, workload and urgency; confirm ownership of every active issue. ● Run shift kick-offs, periodic queue reviews and end-of-shift handovers. ● Set clear expectations,



monitor productivity and quality, and address missed commitments promptly and fairly. ● Coach team members on troubleshooting, ticket hygiene, customer handling and escalation discipline. ● Identify repeated performance gaps, document facts, and raise persistent issues to the Support Manager. 3. Proactive Communication & Stakeholder Management ● Provide timely, concise and factual updates to customers, internal teams, management and relevant stakeholders. ● Communicate impact, current status, actions underway, blockers, ownership and the next update time—without waiting to be chased. ● Alert stakeholders early when an issue risks breaching SLA or affecting business operations. ● Coordinate with engineering, infrastructure, vendors and other teams until dependencies are resolved. ● Ensure no critical issue goes silent and no shift ends without a documented handover of open risks. 4. Process, Reporting & Continuous Improvement ● Maintain accurate ticket records, incident notes, escalation details, workaround steps and resolution summaries. ● Prepare shift reports covering ticket volumes, SLA performance, open/overdue incidents, major risks and follow-up owners. ● Identify recurring incidents and recommend problem-management actions, knowledge-base updates and process improvements. ● Follow support procedures, access controls, customer communication standards and incident-management policies. ● Use ticketing and monitoring tools consistently; keep dashboards and operational trackers current. Required Skills & Competencies ● Strong ownership, urgency, discipline and follow-through; comfortable enforcing standards and holding people accountable. ● Excellent written and verbal communication; able to provide clear updates to technical and non-technical stakeholders. ● Sound incident triage, prioritisation,



escalation and problem-solving skills. ● Experience coordinating a support/helpdesk/service desk/NOC/application support team. ● Strong organisation skills, attention to detail and confidence handling competing priorities. ● Ability to remain calm, firm and professional during high-severity incidents or customer escalations. ● Working knowledge of SLAs, ticket lifecycle, incident management, shift handovers and operational reporting. Experience & Qualifications ● Typically 3–6 years of experience in technical support, IT operations, service desk, application support or a related environment. ● At least 1–2 years in a team-lead, shift-lead, senior support or incident-coordination capacity preferred. ● Experience with ticketing tools such as Jira Service Management, ServiceNow, Zendesk, Freshservice or similar. ● Exposure to monitoring dashboards, SLA reports, escalation matrices and knowledge-base processes. ● ITIL Foundation or equivalent incident/service-management training is an advantage. Success Measures (KPIs) ● SLA compliance for first response, stakeholder updates and resolution. ● Reduction in overdue, ageing and unassigned tickets. ● Quality and timeliness of incident communications and shift handovers. ● Ticket documentation completeness and resolution quality. ● Escalation timeliness, repeat-incident trends and customer/stakeholder feedback. ● Team adherence to process, ownership and agreed action deadlines. The Ideal Candidate The ideal candidate is firm but fair, highly visible in the support queue, and proactive by default. They do not wait for reminders, allow issues to drift, or accept vague status updates. They establish clear owners and deadlines, communicate risks early, verify that actions are completed, and maintain qualified accountability without resorting to disrespectful or aggressive behaviour. Application Note
• Applicants should highlight examples where they improved SLA performance, managed critical incidents, coordinated a support team, prevented escalations through proactive communication, or reduced ticket backlog.
• Please share the resume to [email protected]/ [email protected]

📌 Support Team Lead (Chennai)
🏢 Pulse Telesystems
📍 Chennai