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 in office 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 settings?
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