Technical Support Team Lead (Cloud Hosting)

JD : Technical Support Team Lead (Cloud Hosting)

Location :  Noida

Team Size :  15+ (L1 / L2)

Reports to :  Head of Support (or CTO)

Shifts :  Rotational, on-call for P1s

Experience - 5 years in customer support 3 year in Team lead

Role Summary

Own day-to-day technical operations of our customer support desk for CoCloud / Comsky and VPS offerings. You'll lead a 15+ member team, drive first-time fix and SLA adherence, be  incident commander  for P1s, and tighten runbooks, monitoring, and handoffs with Infra team(L3).

Key Responsibilities

Team & Queue Leadership

• Run daily stand-ups; manage queues, priorities, and escalations (L1→L2→L3).
• Coach L1 / L2 on triage, logs, and runbooks; conduct weekly  QA scoring  and 1 : 1s.
• Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout.

Technical Triage & Incident Management

SLA, Quality & Tooling

95% SLA  on P2–P4, target  MTTR ↓ 20%  in 90 days.

Knowledge & Prevention

Customer Communication

Must-Have Skills

Nice-to-Have

Success Metrics (first 90 days)

7 days  reduced by 60% ; clean Problem / RCA pipeline in place.

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Skills Required

Nat, Basic Linux, Windows Server, Elk, Networking, Powershell, Prometheus, Bash, Cloudstack, Openstack, Ssl, Pfsense, Fortigate, Excel Sheets, Prtg, Vpn, Vmware Vcenter, Itil Foundation, Haproxy