Role :Team Lead Integration Consultant L2
Experience : 5+ years
Location : Hyderabad
Morning Shift : 4:30 am to 12:30 pm
Job Summary :
Reporting to the Line Manager, the 2nd Level Integrations Consultant is accountable for providing expert support IT products and services to customers. This role involves diligently logging all service requests, troubleshooting complex issues, and resolving cases efficiently within agreed Service Level Agreements (SLAs). Additionally, managing and prioritising the incident queue is a critical responsibility to ensure timely resolution. The consultants core mission is to foster and maintain strong, proactive relationships with customers. Acting as a customer advocate, they will lead by example in delivering exceptional service through effective incident resolution, detailed analysis, and transparent communication. By collaborating closely with the team, the consultant ensures highquality support standards that enhance customer satisfaction and drive continuous improvement.
Knowledge, Skills & Experience:
- Proven experience in a comparable support role, demonstrating the ability to manage complex customer issues effectively.
- Solid experience with triaging customer support requests and prioritising resolutions.
- Proficient in Microsoft Office suite and related productivity tools.
- Basic SQL skills are highly desirable.
- Background or experience within the automotive industry is highly advantageous.
- ITIL Foundation Certification is strongly preferred and considered an asset.
- Abilities, Attributes & Behaviours
- Exceptional customer service skills with strong stakeholder management capabilities.
- Assertive and confident, with effective negotiation skills to manage varying stakeholder expectations.
- Excellent written and verbal communication skills, with the ability to articulate complex information clearly to diverse audiences.
- Pragmatic thinker with strong analytical and critical reasoning skills. Demonstrated ability to perform well under pressure while managing multiple concurrent projects and priorities.
- Proactive and self-motivated, capable of working independently as well as collaboratively within a team environment.
- Adaptable and flexible in response to changing business needs and environments.
- Results-driven with a focus on delivery, experienced in working towards KPIs and performance targets.
Primary Duties:
- Accurately log all contactsincluding feedback, incidents, service requests, and information inquiries received via telephone, email, and web into the Incident Management System.
- Proactively manage your incident queue to ensure timely resolution within agreed Service Level Agreements (SLAs).
- Diagnose and resolve incidents efficiently, applying technical expertise and problemsolving skills.
- Maintain detailed and clear updates in the Incident Management System, including internal notes and customer communications as needed.
- Assign incidents to the appropriate teams or assignment groups to facilitate swift resolution.
- Monitor incident progress closely to ensure services are restored within agreed targets and deadlines.
- Provide regular, informative updates on open incidents, reflecting the actions taken and current status.
- Escalate incidents to the Team Leader promptly when there is a risk of SLA breach or when additional support is required.
- Demonstrate strong interpersonal skills to deliver efficient, professional, and friendly customer support.
- Provide on-the-job training and mentorship to new team members, fostering their development and integration.
- Participate actively in pilot testing and contribute to load support processes to improve service delivery.
- Adhere strictly to all Help Desk procedures, including shift schedules and phone rostering.
- Participate in weekend support, incident night shifts, and weekend incident coverage on an as-needed basis.
- Attend regular team meetings to share updates, collaborate on issues, and contribute to continuous improvement.
- Engage in all scheduled internal and external training sessions to continuously develop required skills and knowledge.
- Author and maintain Knowledge Base documentation based on common issues escalated by 1st Level Support.
- Deliver training sessions to 1st Level Helpdesk staff to improve overall team capability.
- Document and update resolution steps and processes in the Knowledge Base for future reference.
- Perform other reasonable duties and tasks as assigned by management.
Expectations :
- Adhere consistently to all company policies and procedures, including established development guidelines and quality standards.
- Deliver professional, courteous, and effective customer service to both internal teams and external clients.
- Honour agreed deadlines and commitments, ensuring timely delivery aligned with business and customer expectations.
Decision Making :
This role holds accountability for maintaining the accuracy, integrity, and consistent delivery of services to both the business and its customers. While decisions are expected to be grounded in thorough analysis and sound evidence, the incumbent must also demonstrate the ability to exercise sound judgment and make effective decisions when faced with incomplete information or limited access to expert advice.
