Job Title : Support Lead

Location:
Pune Work Type : Hybrid Experience
- 7-12 Years Notice Period: Upto 90 days About ARA's Client – Innovative Robotics Solutions Provider ARA's Client is a pioneering organization in the field of robotics and automation, delivering cutting-edge solutions across various industries. They have a significant presence in India, operating for over a decade with multiple offices in Tier 1 and Tier 2 cities, including Pune, Bangalore, and Hyderabad. With a workforce of over 1,000 employees globally, the company focuses on enhancing operational efficiency through advanced robotics technology. Their commitment to innovation is reflected in their state-of-the-art R&D; facilities and a robust portfolio of products aimed at transforming manufacturing and logistics sectors. Role Summary The Support Lead will be responsible for overseeing site operations and support processes, ensuring high-quality service delivery while leading a team of support professionals.

Key Responsibilities

- Lead and manage on-site and off-site support activities across multiple locations.
- Handle complex escalations and ensure timely resolution of high-impact issues.
- Coordinate with engineering, product, and operations teams to stabilize site performance.
- Monitor site KPIs, TAT, uptime, and service quality metrics.
- Support site go-lives, expansions, and hypercare phases.




- Conduct root cause analysis (RCA) and implement preventive actions.
- Design, implement, and standardize support processes, SOPs, and workflows.
- Drive automation initiatives for reporting, monitoring, and ticket management. Must-Have Qualifications
- Bachelor’s degree in Engineering / Technology / Operations / Management
- 7+ years of experience in technical support, site operations, or service delivery
- 3+ years in a leadership or managerial role
- Experience in automation, robotics, manufacturing, or large-scale deployments
- Exposure to tools like JIRA, ServiceNow, Power BI, or similar platforms Nice to Have
- Experience in process improvement methodologies
- Certification in project management
- Knowledge of compliance standards in the industry Behavioral Competencies
- Strong ownership mindset
- Excellent stakeholder communication
- Ability to mentor and develop teams
- Adaptability to changing environments
- Conflict resolution skills Why Join Us
- ARA's Client offers a energetic work environment that fosters innovation.
- They provide opportunities for professional growth and development.
- The organization is committed to creating a diverse and inclusive workplace.
- Employees are encouraged to take ownership of their projects and initiatives.

📌 Technical Support Lead (Pune City)
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📍 Pune City