Travelopia Looking for Tech Help Squad Lead (IT Service) at Bengaluru, Karnataka

Travelopia; Bengaluru; On-site; INR 6,00,000 - 12,00,000; Full time

Job summary

An established industry player is seeking a Tech Help Squad Lead to guide a dynamic team in delivering exceptional IT service. This role offers the chance to lead a diverse squad while driving modernization through DevOps and Agile methodologies. Your leadership will be crucial in optimizing service delivery and enhancing customer satisfaction across global brands. If you are a problem-solver with a passion for technology and team collaboration, this opportunity promises a rewarding career path with competitive benefits and flexible working arrangements. Join a forward-thinking company that values innovation and excellence in service.

Benefits

Competitive Salary

Bonus Scheme

Flexible Working Hours

Career Progression Opportunities

Wider Scope for Learning

Qualifications

• 5-8 years of hands-on technical experience in a Client-Server network.
• Experience in Agile delivery and DevOps is essential.
• Good experience in troubleshooting Microsoft Windows.

Responsibilities

• Lead a team of 5-10 engineers and ensure excellent service delivery.
• Optimize work distribution and drive down resolution times.
• Act as incident manager for major incidents and ensure timely escalations.

Skills

DevOps

Agile Delivery

Customer Focus

Microsoft Windows Troubleshooting

Ticketing Tools

Active Directory Administration

Networking (TCP/IP, DNS, DHCP)

Microsoft Office Suite

Communication Skills

Leadership

Education

Bachelor's Degree in IT

Relevant IT Certifications

Tools

Ticketing Systems

Microsoft Azure

Google GSuite

Job description

Technology – Tech Help Squad Lead (IT Service)

Location: Bangalore, India
Division: Corporate
Sector or Brand: All Brands & Functions
Function: Technology
Contract type: Permanent role (India/UK Hours)

Company Overview
Travelopia is headquartered in the UK and is one of the world’s leading specialist travel groups providing customers with unique travel experiences. This includes adventure travel, safaris, private jet, and polar expeditions, tailor-made luxury holidays, yacht, and riverboat charter holidays, educational and sporting-based school trips, corporate hospitality, and sporting event fan travel.

The Role
This is an excellent opportunity for a service leader with DevOps and management experience, to lead a squad within our service delivery team “Tech Help.” You will lead a team of 5-10 1st and 2nd line engineers, and provide technology leadership with globally based resources, to deliver great service to our brands and group functions. Our squads are multi-functional, comprising of 1st line service desk, network, Windows, and other skillsets – who are capable collectively of resolving tickets for our user base. You will work closely with the other squad leads, to deliver the transformation we require in our service offering. This is a hands-on role – you will lead your team, but also be required to support hands-on as required.

What you will be doing:
The Tech Help Squad Lead will report to the Head of Tech Help, and will be responsible for:

1. Delivery of service for brands and group functions supported by the squad – leading your squad day to day, and being hands-on to understand common problems and support your team.
2. Plan and distribute work within your squad, optimizing for time zones, ensuring a consistent focus on metrics, and driving down resolution times for our end users.
3. Own and maintain our ticketing system, optimizing where required.
4. Ensure any escalations are dealt with in a timely manner and with excellent communication.
5. Act as incident manager for any major incidents which occur for your supporting brands.
6. Encourage an agile approach to service – continual improvement and nimble processes – drive the modernization of our Service offering through modern tooling, techniques, and processes where appropriate.
7. Use metrics to drive improvement with your team.
8. Provide leadership for your team – driving forward the transformation agenda and using your experience – and identifying where common recurring problems required intervention.
9. Be a source of technical guidance for your team – using your experience – and collaborate with other technology leaders in the function.

What we are looking for:
5 to 8 years of hands-on technical experience in a Client-Server business network – you must be able to demonstrate your customer focus and communication skills.
Experience in working in an agile and/or product-led organisation is essential.
Experience in working with Agile delivery and DevOps, in particular, is required – to maximise the opportunities we have to modernise the way we deliver service through automation and technology.
Experience in leading teams in an international environment.
An understanding of a wide range of technology is desirable – you will be leading a team of engineers, who will look to you for leadership.
Good experience in working on any ticketing tool.
Experience and knowledge of troubleshooting Microsoft Windows are essential, Mac OSX Operating Systems would be beneficial.
Good experience in Active Directory Administration and PC troubleshooting.
Good understanding of basic networking and server architecture (TCP/IP, DNS, DHCP, and Active Directory).
Good knowledge of Microsoft Office, Teams, Slack, SharePoint, OneDrive, Microsoft Azure, Office 365 – and Google / GSuite.
Ability to work at pace, establish the vision, drive change, and deliver results.
Ability to facilitate across teams.

Personal qualities:
Transparent, Problem-solving and getting things done, Ability to work well within a globally diverse team, Stay calm under pressure, Self-starter, Ability to self-manage and stay on task, Excellent verbal and written communication skills – both with internal teams and with customers, Service-minded.

Minimum education:
Any Bachelor’s degree with relevant IT Support experience.
Any relevant certification focused on continual improvement and growth will be recognized.

Additional Notes:
This role would require flexibility working in India hours with the local team at the Bangalore office and UK hours as directed by your supervisor.
Ability to be on call supporting customers based on their needs keeping time differences in mind.

Working with us:
Operating across the globe including Europe, Australia, North America, and Southeast Asia, we’re passionate about being the best and pride ourselves on the unique and diverse range of holiday experiences we offer our customers.

Join us and in return, you’ll be rewarded with:
Competitive salary, Bonus scheme, Flexible working hours and a hybrid working model, Wider scope for learning, working with teams across the globe, Career progression opportunities.