Sr Team Lead-Cloud & Infra Operations

Birlasoft; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Birlasoft is seeking a transformation lead to drive the end-to-end evolution from Catch & Dispatch to an L1.5 Service Desk in India. You will define and embed SOPs, KBAs, and KEDB entries to enable first-contact resolution and collaborate with L2/L3 teams to expand L1.5 coverage.

You will establish and monitor KPIs such as FCR, AHT, ticket deflection, and CSAT while driving automation via chatbots, auto-resolution scripts, and ServiceNow workflows, supported by QA processes and coaching for

Qualifications

Responsibilities

• Own and drive the end-to-end transformation roadmap from Catch & Dispatch to L1.5 Service Desk.
• Define, document, and embed SOPs, KBAs, and KEDB entries for first-contact resolution.
• Conduct capability gap assessments and design structured upskilling and cross-training.
• Establish KPIs: First Contact Resolution (FCR), Average Handle Time (AHT), Ticket deflection rate, and CSAT.
• Collaborate with L2/L3 resolver groups to define resolution ownership and build runbooks.
• Champion automation and AI-assisted tooling (e.g., chatbots, auto-resolution scripts, ServiceNow workflows).
• Implement QA frameworks including call/ticket audits, coaching sessions, and continuous improvement cycles.

Skills

Incident management

Process improvement

Automation tooling

ServiceNow

Tools

Automation scripts

CSAT tooling

Job description

• Own and drive the end-to-end transformation roadmap from a Catch & Dispatch model to an L1.5 Service Desk capable of resolving incidents and requests at first point of contact.
• Define, document, and embed Standard Operating Procedures (SOPs), Knowledge Base articles (KBAs), and Known Error Database (KEDB) entries to enable first-contact resolution.
• Conduct capability gap assessments across the team; design and execute structured upskilling and cross-training programmes aligned to the L1.5 maturity model.
• Establish measurable transformation KPIs — First Contact Resolution (FCR) rate, Average Handle Time (AHT), Ticket deflection rate, and CSAT — and report progress to stakeholders.
• Collaborate with L2/L3 resolver groups to negotiate resolution ownership boundaries, build runbooks, and progressively absorb eligible ticket categories into L1.5.
• Champion automation and AI-assisted tooling (e.g., chatbots, auto-resolution scripts, ServiceNow workflows) to reduce manual effort and scale resolution capacity.
• Implement quality assurance (QA) frameworks including call/ticket audits, coaching sessions, and continuous improvement cycles.