Technical Support Lead – Incident Management

Secure Minds; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Secure Minds is seeking a Technical Support Lead – Incident Management to resolve high-priority incidents via advanced troubleshooting and root-cause analysis, while owning SLA compliance and escalation management for designated technology areas.

The role extends to performance tuning, capacity planning, disaster recovery, security assessments, and weekly/monthly service-review reporting. SOPs and knowledge base will be maintained collaboratively with the support team.

Qualifications

• Advanced troubleshooting and RCA for high-priority incidents (P2).
• Monitor SLA compliance and manage escalations proactively.
• Analyze system performance and plan capacity needs.
• Lead disaster recovery and security assessment activities.
• Communicate with stakeholders during weekly/monthly reviews.
• Collaborate with teams on open tickets and service requests.
• Maintain SOPs and knowledge base with the support staff.

Skills

Advanced troubleshooting

Root cause analysis

SLA compliance monitoring

Escalation management

Performance & capacity planning

Disaster recovery & security

Stakeholder communication

Team collaboration

Job description

We're hiring a Technical Support Lead – Incident Management to resolve high-priority (P2) incidents through advanced troubleshooting and root cause analysis, while owning SLA compliance and escalation management for assigned technology areas.

The role also covers performance-tuning and capacity-planning support, disaster-recovery and security-assessment activities, stakeholder reporting in weekly/monthly service reviews, and maintaining SOPs and the knowledge base alongside the wider support team.

Contract JC: On request

Please note: we can only consider candidates who can join within 20 days.

Must-have skills

• Advanced troubleshooting and root cause analysis for high-priority (P2) incident resolution
• SLA compliance monitoring and proactive escalation management
• System performance analysis and capacity-planning support
• Disaster recovery, security assessments and recovery drills
• Stakeholder communication -- weekly/monthly service review participation
• Team collaboration on open tickets and service requests
• SOP and knowledge-base maintenance