What You’ll Be Driving

Responsibilities

- Support Process & Governance
- Design, implement, and govern Support processes, policies, SOPs, and workflows
- Establish Incident, Major Incident, Service Request, Problem, Escalation, SLA/OLA, RCA, Complaint, and Change management processes
- Define ownership, escalation matrices, severity levels, and governance mechanisms

- SLA, TAT & Operational Performance
- Govern Support SLAs/OLAs and improve response and resolution TAT
- Track MTTA, MTTR, SLA compliance, breaches, backlog, and aging
- Identify delays and drive corrective actions to improve FCR/FLR and resolution effectiveness

- Customer Satisfaction & Experience
- Establish CSAT and customer feedback mechanisms
- Analyze complaints, escalations, and negative feedback
- Implement corrective actions to improve customer satisfaction and reduce customer effort

- ZTP / Ticket Prevention
- Establish a Zero Ticket Prevention (ZTP) program
- Identify repetitive, avoidable, and high-volume support issues
- Prevent recurring tickets through automation, self-service, knowledge management, product improvements, and permanent fixes
- Track tickets eliminated, effort saved, and customer impact

- Support Quality & Knowledge Management
- Establish quality assurance and ticket audit mechanisms
- Monitor ticket categorization, prioritization, communication, documentation, resolution, and closure quality
- Maintain knowledge bases, FAQs, troubleshooting guides, runbooks, known errors, and incident playbooks

- Support Team Capability




- Establish competency and skill matrices to identify capability gaps
- Drive training, coaching, and continuous learning
- Keep the Support team updated on products, processes, SOPs, technology, security, and customer requirements

- Gap Assessment & Continual Improvement
- Conduct Support maturity and gap assessments across People, Process, Technology, and Customer Experience
- Maintain an improvement register covering gaps, risks, actions, owners, due dates, and closure
- Drive improvement initiatives and measure business and customer benefits

- Industry Benchmarking & Best Practices
- Benchmark Support practices against SaaS, Telecom, and CPaaS industry standards
- Research emerging Support, Customer Experience, automation, and AI-enabled practices
- Identify and implement improvements based on customer value, business impact, and ROI

- Automation & AI
- Identify opportunities to automate repetitive Support activities
- Drive self-service, automated ticket routing and classification, proactive alerts, reporting, customer notifications, and AI-assisted support
- Measure reductions in ticket volumes, manual effort, and TAT

- Reporting & Management Governance
- Establish dashboards and periodic reviews covering SLA/OLA, TAT,



MTTA/MTTR, CSAT, FCR/FLR, backlog, incidents, escalations, RCA, ticket quality, ZTP, automation, knowledge management, training, and improvement initiatives
- Present actionable insights and recommendations to management

- Customer & Service Reviews
- Establish regular service reviews and QBRs for strategic customers
- Present service performance, incidents, RCA, SLA, CSAT, recurring issues, risks, and improvement initiatives
- Convert customer feedback into measurable actions

- Knowledge & Expertise We Value
- Functional Capability
- Strong experience in Support Operations, Service Excellence, or Support Governance
- Knowledge of Support processes, SOPs, Incident and Problem Management, Major Incidents, and RCA
- Experience with SLA/OLA, TAT, CSAT, FCR/FLR, quality assurance, and ticket governance
- Experience in process improvement, automation, ZTP, and operational transformation
- Understanding of Support maturity assessments, benchmarking, knowledge management, and AI-enabled support practices

- Qualified Strengths
- Strong analytical and problem-solving skills
- Effective stakeholder management and customer-facing communication
- Ability to drive change across technical and business teams
- Continuous improvement mindset with a focus on measurable outcomes

- Platforms & Technologies
- Support and ticket management systems
- SLA/TAT and operational reporting dashboards
- Knowledge management systems
- Automation and AI-enabled Support tools

📌 Technical Support Team Lead (Mumbai)
🏢 Helo.ai by VivaConnect
📍 Mumbai