Technical Support Team Leader

India

Job Information

Technical Support Team Leader

Department: Technical Support / Operations

Employment Type: Full-time

Location: Remote / India

Experience: 3–5+ years in Technical Support / System Administration

Shift: Rotational shifts, including weekends as required

About Us

We are a cloud infrastructure and hosting company providing reliable VPS, dedicated servers, and related infrastructure services to customers globally. We operate a fast-paced technical support environment where customer experience, uptime, response time, and technical ownership matter.

Job Role & Responsibilities

Team Leadership
- Lead and supervise the Technical Support/L1 support team.
- Allocate tickets, tasks, and shifts effectively.
- Monitor team performance, productivity, response times, and ticket quality.
- Ensure proper shift handovers and continuity between teams.
- Conduct regular one-to-one and performance reviews with team members.
- Identify knowledge gaps and arrange training/coaching accordingly.
- Maintain discipline and accountability within the team.
- Act as the first level of management escalation for technical and customer-support issues.
Technical Escalation & Troubleshooting
- Handle escalated technical issues that cannot be resolved by L1 engineers.
- Troubleshoot Linux and Windows VPS/server-related issues.
- Diagnose issues involving:
  - CPU, RAM and disk utilization
  - Disk I/O and storage
  - Network connectivity
  - IP configuration
  - DNS
  - RDP/SSH connectivity
  - Firewall and port-related issues
  - Server performance
  - OS-level issues
  - Service failures
  - Boot/recovery issues
  - Virtual machine problems
- Investigate recurring technical issues and identify their root causes.
- Coordinate with senior system administrators, infrastructure engineers, and management for higher-level escalations.
Virtualization & Cloud Infrastructure
- Working knowledge of virtualization environments is required.
- The candidate should be comfortable working with platforms such as:
  - Virtualizor
  - Proxmox
  - KVM-based virtualization
  - VPS provisioning and management
  - VM migrations
  - OS templates
  - VM resource allocation
  - Storage and disk management
  - Network configuration
- Experience with other virtualization/cloud platforms will be an advantage.
Customer Support
- Ensure customers receive accurate, professional, and timely technical assistance.
- Review escalated customer tickets before resolution where required.
- Ensure engineers do not provide technically incorrect or incomplete solutions.
- Handle difficult or high-priority customer situations professionally.
- Maintain a strong focus on customer satisfaction without compromising technical accuracy or company policies.
- Identify recurring customer issues and recommend improvements to products, documentation, or internal processes.
Ticket & SLA Management
- Monitor the support queue and ensure tickets are handled within defined SLAs.
- Track pending, overdue, and escalated tickets.
- Ensure no customer issue remains unattended due to poor handover or lack of ownership.
- Review ticket responses for technical accuracy and communication quality.
- Maintain proper ticket documentation.
- Ensure engineers follow defined escalation procedures.
Process & SOP Development
- Create, improve, and maintain technical support SOPs.
- Build troubleshooting checklists and internal knowledge-base documentation.
- Identify repetitive tasks that can be standardized or automated.
- Establish clear escalation procedures.
- Continuously improve support workflows and operational efficiency.
Incident Management
- Take ownership of major customer-impacting incidents when escalated.
- Coordinate with relevant technical teams during outages or infrastructure incidents.
- Maintain clear communication during incidents.
- Prepare incident summaries and root-cause reports where required.
- Identify preventive measures to reduce recurrence.
Reporting & Performance Management
- Prepare and maintain reports covering:
  - Ticket volume
  - First response time
  - Resolution time
  - SLA compliance
  - Escalation volume
  - Pending tickets
  - Reopened tickets
  - Customer complaints
  - Team productivity
  - Recurring technical issues
- Provide regular operational updates to management.

Specific Expertise Required

Required Technical Skills

Must Have:

3–5+ years of experience in technical support, system administration, hosting, cloud infrastructure, or a similar environment.
Strong Linux troubleshooting skills.
Good working knowledge of Windows Server.
Strong understanding of networking fundamentals:
- TCP/IP
- DNS
- DHCP
- Routing
- Ports
- Firewalls
- IPv4/IPv6
Experience troubleshooting VPS/server environments.
Understanding of virtualization concepts.
Experience with Virtualizor, Proxmox, VMware, SolusVM, or similar platforms.
Good understanding of server hardware and resources.
Strong troubleshooting and root-cause analysis skills.
Experience working with ticketing/support systems.
Ability to read logs and diagnose issues independently.
Good written and verbal communication skills.

Good to Have:

Experience in a hosting/cloud infrastructure company.
Experience with KVM.
Experience with WHMCS.
Knowledge of cPanel/WHM.
Basic Bash/shell scripting.
Knowledge of RAID and storage systems.
Experience with dedicated servers.
Basic understanding of virtualization networking.
Experience with monitoring systems.
Experience handling infrastructure incidents.
Experience managing a technical support team.

Leadership Requirements

We are looking for someone who can lead by example. You should be able to:

Take ownership instead of simply forwarding problems.
Make decisions independently.
Coach junior engineers rather than solving every problem yourself.
Hold team members accountable for their work.
Identify poor performance early.
Maintain operational discipline.
Communicate clearly with both technical and non-technical stakeholders.
Remain calm during outages and high-pressure situations.
Prioritize customer-impacting issues appropriately.
Build a culture of documentation and ownership.

What We Expect From You

A Team Leader is expected to be hands-on. You should not be someone who simply says:

"This is an L2 issue, escalate it." Instead, you should be able to understand the issue, investigate it, guide the engineer, and determine the appropriate next step.

You will be expected to:

Own → Investigate → Troubleshoot → Guide → Escalate → Document → Prevent recurrence

Key Performance Indicators (KPIs)

Your performance will be evaluated based on:

SLA compliance
Team response and resolution times
Ticket backlog
Escalation handling
Technical accuracy
Customer satisfaction
Team productivity
Quality of ticket documentation
Reduction in recurring issues
SOP and knowledge-base improvements
Team training and development
Overall operational discipline

Ideal Candidate

The ideal candidate is someone who has grown from a strong technical

Apply for this job

Submit your application here.

Apply now

Consultant

Sagar Bajpai

Managing Partner

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Pune, India

Full time

· Experience - 18+ · Location - Bangalore/ Pune/Hyderabad/Chennai · Own offshore delivery for a ~$30M+ UK & Ireland portfolio, accountable for revenue realization, gross margin, productivity, delivery quality and client outcomes across the account set. · Bring a delivery-first mindset with genuine hands-on credibility — a background in software development and large transformation programs, not just program governance. · Run the portfolio entrepreneurially: spot growth and efficiency opportunities inside accounts, move fast on them, and treat the offshore centre as a business to be built rather than a cost centre to be administered. · Put Data and AI at the centre of how delivery is run — AI-assisted engineering, automation of run and support work, and data-driven visibility into effort, quality and throughput, with a default bias toward automating before adding headcount. · Partner tightly with onsite delivery leaders, account managers and sales — acting as one team on client commitments, pursuits, solutioning and estimation, with no offshore-onshore divide. · Drive the operational levers relentlessly: pyramid and span optimization, utilization, non-billable control, effort-to-outcome conversion and margin expansion quarter on quarter. · Make people and talent a first-order priority — hiring, skilling in Data/AI and modern engineering, retention of critical talent, and building a visible leadership bench below. · Be credible and confident in front of UK & Ireland clients, comfortable owning reviews, escalations and transformation conversations directly with senior stakeholders. · Bring the energy and hunger of a young leader with the maturity to hold a $50M portfolio

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IT Services

12 Oct

Senior Program Manager (Data + AI)

gurgaon, India

About the role We are hiring a Program Manager to own end-to-end delivery of large, complex Data & AI programs for enterprise customers, with a focus on US telecom accounts. You will lead a team of about 30, run large-scale migration programs onto the Databricks platform, and manage data and AI solutions around telecom billing and invoicing. This is a customer-facing leadership role. You will be the primary point of contact for senior customer stakeholders and will steer delivery across a multi-party ecosystem of customer IT, business teams, product vendors and partners. Key responsibilities Program delivery • Own scope, schedule, budget, quality and risk for multi-workstream Data & AI programs of enterprise scale. • Plan and run large-scale migrations from legacy data platforms (on-prem warehouses, Hadoop, legacy ETL) to the Databricks Lakehouse, covering assessment, wave planning, code conversion, data validation, cutover, reconciliation and legacy decommissioning. • Set up program governance: steering committees, RAID logs, status reporting, change control and escalation paths. • Track delivery health with clear metrics (milestones, burn, defects, SLAs) and act early on slippage. Telecom billing and invoicing • Lead data and AI initiatives across the billing lifecycle: usage/rating data, invoice generation, revenue assurance, dispute and adjustment analytics. • Translate billing and invoicing business processes into data requirements, data models and reconciliation controls. • Ensure data accuracy and auditability for financially sensitive billing data. Customer management • Act as the primary delivery contact for US customer leadership (Director, VP and CXO level). • Manage a complex ecosystem of customer IT and business teams, third-party vendors, platform partners and other SIs. • Run business reviews (weekly, monthly, QBR), manage expectations and handle escalations with composure. • Spot account growth opportunities and support proposals, SOWs and change requests. People leadership • Lead a team of about 30 across data engineering, ML, architecture, QA and analysis, working across US and India time zones. • Drive hiring, onboarding, allocation, performance and career growth for the team. • Build a delivery culture of ownership, quality and clear communication. Must-have qualifications • 12–18 years in IT services or product delivery, with 5+ years managing large Data & AI programs end to end. • Proven delivery of large, complex, enterprise-grade data programs (multi-workstream, multi-million-dollar, high visibility). • Has led at least one large-scale, enterprise migration to the Databricks platform end to end (multi-TB to PB data, hundreds of pipelines, phased cutover with parallel runs). • Domain experience in telecom billing and invoicing processes (rating, invoicing, revenue assurance, billing data reconciliation). • Has led teams of 25–35 people, including onsite–offshore delivery models. • Has managed complex customer ecosystems with multiple vendors and stakeholders, preferably for US customers. • Excellent articulation and communication, written and verbal; confident presenting to senior customer leadership. • Sound grasp of modern data architecture: lakehouse, ETL/ELT, data governance, cloud platforms (AWS, Azure or GCP). • Working knowledge of AI/ML and GenAI delivery (MLOps, model deployment, use-case scoping). • Strong command of delivery frameworks (Agile/Scrum, SAFe or hybrid) and program financials. • Bachelor's degree in Engineering or Computer Science; MBA a plus. Technology skills The candidate need not code daily, but must be able to review designs, challenge estimates and guide architects on the areas below. Area Skills expected Databricks platform Lakehouse architecture, Delta Lake, Unity Catalog, Databricks SQL and SQL Warehouses, Workflows/Jobs, Delta Live Tables, Photon, cluster and cost management Migration sources Teradata, Oracle, Netezza, SQL Server, Hadoop/Cloudera (Hive, Spark), Informatica, DataStage, SSIS, SAS Migration approach Discovery and inventory, lift-and-shift vs re-engineer decisions, SQL/ETL code conversion, data validation and reconciliation, parallel runs, cutover and rollback planning Data engineering Apache Spark (PySpark, Spark SQL), batch and streaming (Structured Streaming, Kafka, Auto Loader), medallion architecture Governance and security Unity Catalog access control, data lineage, data quality frameworks, PII handling for billing and customer data AI/ML on Databricks MLflow, Feature Store, Model Serving, Mosaic AI / GenAI use cases Cloud Databricks on AWS, Azure or GCP; object storage, networking and IAM basics DevOps and FinOps CI/CD with Databricks Asset Bundles, Git, Terraform; DBU cost monitoring and optimisation Certifications (preferred) Databricks Certified Data Engineer (Associate/Professional) or Databricks Lakehouse Fundamentals Good to have • Certifications: PMP, PgMP, SAFe (RTE/SPC), or Databricks / cloud certifications. • Exposure to telecom BSS/OSS stacks and billing platforms (e.g., Amdocs, Netcracker, Ericsson, CSG). • Experience with Databricks migration accelerators and code-conversion tools (e.g., Lakebridge / BladeBridge or partner-built converters). • Prior onsite stint or extensive travel experience with US customers. • Experience in pre-sales, solutioning or account mining for data programs.

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