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
• Skilled 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