Key Responsibilities at this Role

- Manage on-site and off-site support activities effectively.
- Drive process optimization by designing support SOPs.
- Enhance support outcomes via performance tracking dashboards.
- Lead and mentor support teams for high morale.
- Establish conflict resolution strategies within teams.
- Monitor site KPIs for continuous improvement.
- Conduct root cause analysis for high-impact issues.

The Expertise RequiredMust-Haves for this Role

- 7–10 years experience in technical support, site operations, or service delivery.
- 3–5 years in a technical leadership/people management role.
- Hands-on L3/L4 escalation, troubleshooting, and RCA experience.
- Experience managing site operations or large-scale technical deployments.
- Experience in automation, robotics, manufacturing, or industrial technology.

Job Type: Full time

Pay: ₹100,000.00 - ₹175,000.00 per month

Application Question(s):

- How many years of total work experience do you have in technical support, site operations, or service delivery?
- How many years of experience do you have in technical leadership or people management?




- Have you managed both on-site and off-site technical support teams? If yes, please specify the team size and scope of responsibilities.
- Do you have hands-on experience handling L3/L4 technical escalations, advanced troubleshooting, and root cause analysis (RCA)?
- Have you managed site operations or large-scale technical deployments in robotics, automation, manufacturing, or industrial technology environments?
- Have you developed and implemented support SOPs, escalation matrices, and incident management processes?
- Have you created or managed performance dashboards to track site KPIs, SLA compliance, MTTR, incident resolution, and team productivity?
- Have you led root cause analysis for high-impact technical issues and implemented corrective and preventive actions?
- Have you managed team conflicts, mentored support engineers, and driven continuous improvement in team performance?

Location:

- Pune, Maharashtra (Required)

Work Location: In person

📌 Technical Support Lead (Pune)
🏢 Retentia technology private
📍 Pune