Company: Globarise360

Location: Indore, Madhya Pradesh (In office)

Employment Type: Full-time, Contract

Shift Pattern: 24/7 rotating shifts, 12 hours per shift (4 days on, 4 days off), including nights, weekends and public holidays, plus an on-call escalation rota

Expected Start Date: November or December 2026

Service Launch: January 2027, subject to final client confirmation

About the Role

Globarise360 is hiring on behalf of an international industrial automation company that designs and supports automated warehouse and logistics systems.

The company is establishing a 24/7 Technical Service Desk to support its customer sites. As Shift Lead, you will take ownership of desk operations during your shift, ensuring calls are answered, tickets are assigned and tracked, and customers receive timely updates.

When a customer site experiences a critical issue, you will lead the initial response, coordinate the relevant teams and manage escalations until the incident is resolved or formally handed over.

You will also help recruit, onboard and develop the team ahead of the service launch in January 2027.

Key Responsibilities:

Shift Operations and Team Leadership

- Lead a team of at least four analysts per shift, allocating workloads and balancing phone and email queues.
- Maintain minimum staffing levels and ensure smooth day-to-day service desk operations.
- Monitor queues, response times and high-priority tickets in real time, taking action before service targets are missed.
- Conduct structured shift handovers covering major incidents, overdue tickets and outstanding escalations.
- Produce shift reports and identify recurring issues to improve processes and the knowledge base.

Incident and Escalation Management

- Act as the first point of escalation for analysts, customers and third-party vendors.




- Manage customer complaints and difficult conversations professionally and calmly.
- Coordinate internal teams and vendors to ensure agreed response targets are met, escalating any breaches.
- Declare or escalate major incidents and initiate a conference bridge within 15 minutes.
- Contact on-call engineers, issue stakeholder updates at agreed intervals and maintain accurate, timestamped incident logs.
- Ensure incidents are managed effectively until resolution or formal handover.

Quality, Coaching and Compliance

- Audit tickets and calls during every shift to maintain service quality.
- Coach analysts, provide constructive feedback and support their ongoing development.
- Support recruitment, onboarding and training of new team members.
- Ensure compliance with security policies and operational procedures, including never bypassing safety devices.

Essential Requirements

- At least three years of experience in a service desk, technical support or operations centre environment.
- At least one year of team leadership or supervisory experience in a 24/7 or shift-based environment.
- Hands-on experience managing incidents and major incidents, coordinating conference bridges and updating senior stakeholders under pressure.
- Excellent spoken and written English, with the ability to communicate clearly and concisely during incidents.
- Strong customer service, communication and relationship management skills,



including the ability to hold vendors accountable.
- Experience coaching analysts, auditing service quality and providing constructive feedback.
- Proficiency with an IT Service Management (ITSM) tool such as ServiceNow, ManageEngine, Jira Service Management or Freshservice.
- Basic reporting skills in Microsoft Excel.
- Solid IT fundamentals, including Windows, networking basics and remote-access tools.
- Ability to learn industrial automation concepts quickly.
- ITIL 4 Foundation certification, or willingness to complete it within three months of joining.
- Willingness to work rotating 24/7 shifts, including nights, weekends and public holidays, and participate in an on-call escalation rota.

Desirable Skills and Experience

- Experience in industrial automation, manufacturing, logistics or food operations.
- Exposure to Programmable Logic Controllers (PLCs), warehouse control systems, warehouse management systems or ERP integrations.
- Major incident management training or ITIL 4 Practitioner modules.
- Awareness of Operational Technology (OT) security.
- Experience working in an outsourced, multi-vendor service setting.

What We Offer

- The opportunity to lead a new global Technical Service Desk from its launch.
- The chance to shape operational processes, service standards and team practices from day one.
- Structured onboarding and knowledge transfer led by the client.
- A stable, full time, permanent position.
- An opportunity to develop leadership and technical incident management expertise in an international environment.

All offers are subject to client approval and satisfactory background verification.

How to Apply

Apply through this job listing or email your CV to [email protected] with the subject line “Shift Lead, Indore”.

📌 Technical Services Lead (Indore)
🏢 Globarise360
📍 Indore