Senior Team Lead

Fresher

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Job Description

Key Responsibilities

Ensure delivery of Managed Services to all clients in line with agreed SLAs and business outcomes
Monitor work queues and provide hands-on support for highly technical or complex escalated tickets
Independently resolve escalated incidents and service requests within SLA timelines
Act as an emergency escalation contact for critical, business-impacting issues
Perform effective shift handovers, highlighting critical open escalations and upcoming operational tasks
Escalate tickets to management in a timely manner, providing clear updates and impact analysis
Apply advanced troubleshooting techniques and diagnostic tools in complex client environments
Document solutions and share knowledge to enable and upskill engineering teams
Drive automation initiatives and collaborate with automation teams to optimize operational effort
Conduct quality audits across processes, ticket updates, and service experience
Ensure standardized service management and service operations (SMSO) are consistently applied
Provide post-handover operational support and continuous service improvement
Engage with clients on technical operations as part of regular service delivery
Constantly measure, analyze, and improve team delivery performance and effectiveness

People & Leadership Responsibilities

Coach and mentor engineering teams by providing technical guidance and leadership
Push work down appropriately to engineering teams while maintaining oversight
Implement training and development initiatives for direct reports
Lead teams through organizational and transformational change initiatives
Foster a culture of accountability, client focus, and continuous improvement

Required Experience & Qualifications

Proven experience coaching and mentoring engineering teams within an IT services organization
Demonstrated experience driving continual service improvement through automation and process optimization
Strong background in organizational change management
Hands-on experience across one or more technology domains: