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Senior Team Lead IRC241977
| Job | IRC241977 |
| Location | India - Gurgaon |
| Designation | Senior Lead |
| Experience | 10-15 years |
| Function | Content Engineering |
| Skills | cloud, Linux, Management, Operations Support, Project Management, SQL |
| Work Model: | On-Site/Office |
Description
We offer:
- Interesting and challenging work in a large and dynamically developing company
- Exciting projects involving the newest technologies
- Professional development opportunities
- Excellent compensation and benefits package, performance bonus program
- Modern and comfortable office facilities
Requirements
- At least 7 years of experience in technical support, including a minimum of 3 years in a supervisory role managing large support teams of 30+ FTEs
- Technical degree with outstanding written and verbal communication skills
- Passionate about enhancing customer experience, driving organizational success, and ensuring employee satisfaction
- Proven experience in Project Management, People Management, Coaching, and Client Relationship Management
- Proficient in at least two of the following areas: Application Support, IT Infrastructure NOC, SQL, Cloud Platforms, and Linux
- Skilled in process management with the ability to multitask and prioritize effectively
- Capable of collaborating efficiently across global functional teams
- Action-oriented with strong organizational, analytical, problem-solving, and time-management skills
- Ability to use analytical insights to identify and resolve client business and technology challenges
Job Responsibilities
The Senior Team Lead will be responsible for overseeing the performance of the support teams, ensuring they meet client-defined metrics while maintaining the highest service standards. This role includes guiding Tier 1 and Tier 2 support professionals, ensuring they are equipped with the necessary tools, resources, and training to deliver exceptional support. Core responsibilities include performance monitoring, staff scheduling, team development, training, and implementing effective support solutions. Additionally, Team Lead will work closely with the sales team to contribute to RFIs and RFPs, supporting business growth efforts.
Team-Focused Responsibilities:
- Supervise a group of agents, providing coaching, reporting, and implementing action plans while managing day-to-day operations
- Lead daily and weekly meetings to communicate business updates and team objectives
Conduct Root Cause Analysis (RCA) to identify performance drivers and areas for improvement - Collaborate closely with subject matter experts on escalations and oversee queue management and team productivity
- Maintain a thorough understanding of workflows and tools used to ensure the achievement of SLA targets
- Motivate, coach, develop, and lead team members to follow established processes and meet performance goals
- Prepare, monitor, and report on key performance metrics to ensure transparency and accountability
- Evaluate individual and team performance by analyzing data, reviewing cases, and observing customer interactions
- Drive continuous improvement initiatives by promoting the standardization of processes and adopting global best practices
- Participate in interviewing, hiring, and onboarding to ensure a fully staffed and capable team
Conduct regular 1:1 meetings and performance reviews to support ongoing staff development
Client-Focused Responsibilities:
- Manage multiple technical support accounts, ensuring client satisfaction and operational excellence
- Address and resolve client concerns and escalations promptly and effectively.
- Ensure adherence to client service level agreements (SLAs) and timely case resolutions.
- Assist in resolving escalated situations to maintain positive service outcomes.
- Lead Monthly Business Review (MBR) and Quarterly Business Review (QBR) meetings to assess performance and align with client expectations.
We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!