Description : Technical Support Lead (L1 Team & Incident Management)
Key Skills : L1 Support Leadership, Incident Management, Crisis Communication, Process Optimization, Jira / Confluence, 24 / 7 Operations
Years of Experience : 10 - 14 Years
Location : Chennai
Job Summary :
We are seeking a seasoned Technical Support Lead with 1014 years of specialized experience in managing and scaling technical support operations. This critical role is based in Chennai and requires expertise in leading and mentoring an L1 support team while acting as the primary escalation point for critical client issues. The Lead will be responsible for defining and refining support processes, owning high-priority incident and crisis management, and ensuring seamless support coverage through 24 / 7 shift readiness and on-call availability.
Job Description :
Team Leadership and Performance Management :
- Lead and mentor an L1 support team, effectively assigning complex tasks, defining measurable goals, and continuously enhancing overall team productivity and output quality.
- Conduct regular, focused training sessions to significantly improve the team's technical product knowledge, advanced troubleshooting skills, and client interaction quality.
- Function as the primary escalation point and subject matter expert for all Critical client issues, ensuring expert guidance and swift resolution.
- Develop, document, and refine support processes and workflows (e.g., ticket prioritization, resolution paths, escalation matrices) to enhance operational efficiency.
Incident and Crisis Management :
Own the management of high-priority incidents and major outages, ensuring swift diagnostic action, coordination across engineering teams, and ultimate resolution according to strict SLAs.Execute clear, effective, and timely crisis communication with internal and external stakeholders during outages or major incidents to manage expectations and provide status updates.Maintain mandatory readiness to work on a 24 / 7 shift rotation and ensure availability via an on-call rotation based on critical business needs and major incident requirements.Perform root cause analysis (RCA) for major incidents and translate findings into actionable improvements for products and support processes.Knowledge Management and Tooling :
Create, maintain, and govern comprehensive technical documentation, FAQs, and knowledge base articles to empower the L1 team and improve self-service support options for clients.Maintain expert proficiency in essential ticketing and collaboration tools, including Jira, Confluence, and Slack, for effective workflow management and communication.Leverage monitoring and analytics platforms (e.g., New Relic, Databricks) to proactively track system health, analyze performance data, and inform troubleshooting strategies (Preferred).Required Skills & Expertise :
Leadership : Mandatory 1014 years of experience, with a proven track record in leading and mentoring an L1 technical support team.Incident Management : Expertise in managing high-priority incidents and crisis communication under pressure.Operations : Mandatory readiness for 24 / 7 shift work and on-call availability.Process : Proven ability to develop and refine support processes and create high-quality technical documentation / knowledge bases.Ticketing : Expert proficiency in core support and collaboration tools : Jira, Confluence, and Slack.Troubleshooting : Advanced troubleshooting skills and the ability to act as a technical escalation point.Preferred Skills :
Practical experience with monitoring tools such as New Relic for application performance monitoring.Familiarity with data analytics platforms such as Databricks for analyzing support data and performance trends.(ref : hirist.tech)
