Application Support Team Lead

Tech Mahindra; Hyderabad; Vor Ort; INR 900.000 - 1.500.000; Vollzeit

Zusammenfassung

Tech Mahindra in Hyderabad seeks a Team Lead for Technical Support to mentor a high-performing team and drive operational excellence. You will manage daily support activities, ensure SLA adherence, and escalate complex issues with Engineering and Product teams.

Experience leading TLS teams and familiarity with ServiceNow are essential, with ITIL certification preferred. The role emphasizes AI-driven tooling, process automation, clear coaching, and generating insights to improve CSAT and

Qualifikationen

• Tertiary qualification in Computer Science or related field.
• 5+ years of experience in a technical support role.
• Familiarity with cloud computing concepts and technologies (AWS, Azure, or GCP).
• Excellent problem-solving and analytical skills.
• Excellent communication skills with a proven track record in customer service.
• Proven leadership and team management skills.
• Experience in managing a team of technical support professionals.

Aufgaben

• Lead and develop a team of Technical Support Specialists, fostering a high-performance, customer-centric culture through coaching, mentoring, and regular performance feedback.
• Oversee daily Product Support operations, ensuring ticket queues, workloads, staffing, and priorities meet SLA commitments.
• Monitor team performance against key metrics like CSAT, response/resolution times, backlog, first-contact resolution, and productivity.
• Act as primary escalation point for complex issues, coordinating resolution with Engineering and Product teams.
• Drive adoption of AI-powered support tools to improve agent productivity and case resolution.
• Identify automation opportunities by analyzing repetitive support requests and implementing AI-driven workflows for common issues and self-service.

Kenntnisse

Leadership

Team management

Problem-solving

Communication

Coaching

Cloud concepts

Ausbildung

Bachelors in CS or related field

Tools

ServiceNow

Jobbeschreibung

Responsibilities:

• Lead and develop a team of Technical Support Specialists, fostering a high-performance, customer-centric culture through coaching, mentoring, and regular performance feedback.
• Oversee daily Product Support operations, ensuring ticket queues, workloads, staffing, and priorities are effectively managed to meet SLA commitments.
• Monitor team performance against key operational metrics, including CSAT, response and resolution times, backlog, first-contact resolution, and productivity.
• Act as the primary escalation point for complex technical issues, customer complaints, and high-priority incidents, coordinating resolution with Engineering and Product teams.
• Drive the adoption of AI-powered support tools to improve agent productivity, accelerate case resolution, and enhance the customer experience.
• Identify automation opportunities by analysing repetitive support requests and implementing AI-driven workflows for common issues and self-service solutions.
• Coach the team on AI best practices, embedding AI tools into daily support operations while ensuring analysts retain strong technical and customer service skills.
• AI governance, data privacy, security, and acceptable-use requirements - ensuring sensitive or customer information is only entered into Nuix approved AI platforms.
• Drive quality assurance by reviewing support interactions, identifying coaching opportunities, and ensuring consistent troubleshooting and communication standards.
• Champion continuous improvement, identifying process inefficiencies and implementing improvements to workflows, documentation, and customer support practices.
• Manage knowledge and documentation, ensuring knowledge base articles, troubleshooting guides, and standard operating procedures remain accurate and up to date.
• Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales to resolve recurring issues and improve the overall customer experience.
• Coordinate major incident response, ensuring timely communication, effective stakeholder management, and post-incident reviews to prevent recurrence.
• Prepare operational reports and insights, analysing trends in customer issues, escalations, and support performance to inform business decisions.
• Work closely with Head of Product Support to develop, maintain, and optimise ServiceNow dashboards and reporting, providing visibility into key team metrics, operational performance, service levels, and trends to support data-driven decision-making.
• Actively participate in self-development opportunities including training and cross-skilling across the Nuix product suite.

Requirements:

• Tertiary qualification in Computer Science or related field, or relevant experience
• 5+ years of experience in a technical support role
• Familiarity with cloud computing concepts and technologies, such as AWS, Azure, or GCP
• Excellent problem-solving and analytical skills
• Excellent communication skills with a demonstrated track record of delivering high-quality Customer Service.
• Proven leadership and team management skills
• Experience in managing a team of technical support professionals.

Desirable:

• Experience in ServiceNow
• ITIL v4/5 certified and practicing.
• SaaS Software Support Experience
• Experience in software delivery lifecycle

Team lead experience on paper is mandatory (Minimum 1-2years)

Location - Hyderabad