Sr. Technical Support Engineer

Aligned Automation Services; Indore District; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Aligned Automation Services Pvt Ltd is seeking a Technical Support Team Lead (Senior Consultant) to manage day-to-day operations of L1/L2 support across enterprise systems. The role emphasizes operational excellence, roster planning, capacity planning, and governance to ensure SLA compliance.

The position requires 5–8 years of experience in technical support with leadership responsibilities, and hands-on experience with ITSM tools like ServiceNow and Remedy.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Electronics, or related field or equivalent certification.
• 5–8 years of experience in technical support or IT operations, with at least 2 years in a team lead role.
• Strong experience in queue and operations management within a ticketing-based support environment.
• Proven ability to manage and develop a team across multiple shifts and regions.
• Solid understanding of enterprise hardware such as servers and storage.
• Excellent written and verbal communication skills.
• Hands-on experience with ticketing/ITSM tools (ServiceNow, Remedy) and dashboards.

Responsibilities

• Manage and monitor the ticket queue in real time, ensuring accurate categorisation, prioritisation, and resolution within SLAs.
• Oversee dispatch creation and coordination for field service engineers and replacement parts across regions.
• Ensure smooth shift handovers with clear documentation of pending items and priorities.
• Track and drive timely closure of all open cases and reallocate workload as needed.
• Serve as the first escalation point for complex tickets before SME involvement.
• Lead, mentor, and manage the technical support team across shifts and regions.
• Own roster planning to ensure adequate coverage for global windows.
• Drive capacity planning based on ticket volumes and trends.

Skills

Ticketing management

People leadership

SLA compliance

Escalation handling

Data-driven decisions

Shift planning

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Remedy

MS Office

Job description

Aligned Automation Services Pvt Ltd | Full time

At Aligned Automation, we live byour"Better Together"philosophy to build a better world.As a strategic service provider to Fortune 500 companies, we help digitizeenterprise operations and drive impactful business strategies. Our purpose goesbeyond projects—we strive to deliver meaningful, sustainable change that shapesa more optimistic and equitable future.

Our culture is deeply rooted inour4Cs—Care,Courage,Curiosity, andCollaboration—ensuringthat each employee is empowered to grow, innovate, and thrive in an inclusiveworkplace.

Job Description

Technical SupportEngineer – Team Lead (Senior Consultant)

Years of Experience: 5to 8 Years

Job Brief

The Technical Support Team Lead isresponsible for managing day-to-day operations of the entire technical supportteam — both L1 and L2 engineers — ensuring efficient ticket processing,dispatch coordination, and customer email responses across enterprise-levelservers, storage, client, and consumer systems. The role combines strongoperational and people management with a focus on roster planning, capacityplanning, performance management, quality assurance, governance, and continuousprocess improvement. The Team Lead oversees multiple projects, drives SLAcompliance, and serves as the primary escalation point before issues reachSubject Matter Experts. This position operates on a rotational shift basiscovering morning, afternoon, and night shifts to provide seamless supportacross the Americas, EMEA, and Asia-Pacific regions.

Responsibilities

Operations & QueueManagement

• Manage and monitor theticket queue in real time, ensuring accurate categorisation, prioritisation,and resolution within defined SLAs.
• Oversee dispatchcreation and coordination for field service engineers and replacement partsacross all regions.
• Ensure smooth shifthandovers with clear documentation of pending items, escalations, andpriorities between morning, afternoon, and night shifts.
• Track and drive timelyclosure of all open cases, proactively identifying bottlenecks and reassigningworkload as needed.
• Serve as the firstpoint of escalation for complex or ageing tickets before they reach SubjectMatter Experts.

Team & PeopleManagement

• Lead, mentor, andmanage the entire technical support team (L1 and L2 engineers), setting clearexpectations for performance and conduct.
• Own roster planningacross all shifts and regions, ensuring adequate coverage for the Americas,EMEA, and Asia-Pacific windows.
• Drive capacity planning— forecast staffing needs based on ticket volumes, seasonal trends, and projectrequirements to maintain optimal team strength.
• Track individual andteam performance through defined KPIs, conduct regular one-on-ones, and provideconstructive feedback to drive continuous improvement.
• Identify underperformanceearly, implement performance improvement plans where needed, and recognise highperformers.
• Manage onboarding andtraining of new joiners to ensure they are ramped up effectively.

Quality &Governance

• Define and enforcequality standards for ticket handling, customer communication, anddocumentation across the team.
• Conduct regular ticketaudits and case reviews to ensure accuracy, completeness, and adherence tostandard operating procedures.
• Establish and maintaingovernance frameworks for process compliance, data integrity, and operationalcontrols.
• Track quality metricsand drive corrective actions for recurring errors or non-compliance.

Reporting &Stakeholder Management

• Provide regularoperational reports to management and client stakeholders, covering SLAperformance, ticket volumes, quality scores, and team productivity.
• Participate in clientreviews and internal governance meetings with data-backed insights andimprovement plans.
• Be responsible formultiple projects simultaneously, ensuring delivery milestones and qualitybenchmarks are met.

Process Improvement& Problem Solving

• Proactively identifyrecurring issues, inefficiencies, and gaps in current processes and proposeactionable solutions.
• Analyse ticket data andoperational trends to recommend process improvements that reduce resolutiontimes and ticket volumes.
• Collaborate withcross-functional teams including field services, engineering, and product teamsto resolve systemic issues.
• Evaluate new tools,technologies, and methodologies to enhance team performance and servicedelivery.

Requirements

• Bachelor’s degree inComputer Science, Information Technology, Electronics, or a related field (orequivalent technical certification).
• 5 to 8 years ofexperience in technical support or IT operations, with at least 2 years in ateam lead or supervisory role.
• Strong experience inqueue and operations management within a ticketing-based support environment.
• Proven ability tomanage and develop a team of L1 and L2 engineers across multiple shifts andregions.
• Solid understanding ofenterprise hardware — servers, storage arrays, tape libraries, and client systems (Dell infrastructure experience preferred).
• Excellent written andverbal communication skills, with the ability to interact confidently withclients and senior stakeholders.
• Strong analytical andproblem-solving skills with a data-driven approach to decision making.
• Hands-on experiencewith ticketing/ITSM tools (e.g., ServiceNow, Remedy) and reporting dashboards.
• Proficiency in MSOffice (Word, Excel, PowerPoint, Outlook).
• Ability to managecompeting priorities across multiple projects and make sound decisions underpressure.
• Willingness to work inrotational shifts to support 24x7 operations across the Americas, EMEA, andAsia-Pacific regions. Female employees will be assigned morning and afternoonshifts only; night shifts are applicable to male employees.

Good to Have

• Hardware certificationssuch as CompTIA A+, Dell Certified Technician, or equivalent.
• Experience working in alarge data centre environment with multi-vendor hardware support.
• Prior experiencemanaging quality audits and governance reviews in a support operations setting.
• Familiarity withworkforce management and scheduling tools.