Experience: 5–8 Years
Location: Hyderabad
Employment Type: Full-Time
Job Summary
We are seeking a Team Lead – Integration Consultant who will be responsible for leading a team of L2 Integration Consultants while actively contributing to technical support activities. The role requires a balance of people leadership, customer management, incident resolution, and backend troubleshooting. The ideal candidate will act as the first point of escalation for the team, ensure SLA adherence, and drive continuous service improvements while remaining hands-on with customer issues.
Key Responsibilities
- Lead, mentor, and support a team of Integration Consultants.
- Monitor team performance, workload distribution, and SLA compliance.
- Act as the primary escalation point for complex customer and technical issues.
- Conduct regular team reviews, coaching sessions, and knowledge-sharing activities.
- Manage incident queues and ensure timely resolution of customer tickets.
- Troubleshoot and resolve application, integration, and backend issues.
- Perform SQL-based analysis and troubleshooting as required.
- Coordinate with cross-functional teams to drive incident resolution.
- Maintain strong customer relationships through effective communication and stakeholder management.
- Create and maintain knowledge base articles and support documentation.
- Support process improvement initiatives and drive operational excellence.
Required Skills & Experience
- 5–8 years of experience in Application Support, Integration Support, or Technical Support.
- Prior experience leading or mentoring a support team.
- Strong customer-facing and stakeholder management skills.
- Experience with incident management and SLA-driven environments.
- Good troubleshooting and analytical skills.
- Hands-on experience with SQL queries and backend investigation.
- Excellent verbal and written communication skills.
- ITIL Foundation Certification is preferred.
- Automotive domain experience is an added advantage.
Key Attributes
- Strong leadership and decision-making skills.
- Customer-focused mindset.
- Ability to manage multiple priorities in a fast-paced environment.
- Proactive, accountable, and results-oriented.
- Strong problem-solving and conflict-resolution abilities.
Role Split: Approximately 40% Team Leadership and 60% Hands-on Technical Support & Customer Management.
