Technical Lead

Job Description

Level: E4

Location: Noida

Job Description

Job Type: Technical Lead

Base Location: Noida (24x7 Hybrid / Remote / Onsite Support)

Experience: 5–7 Years

Shift Timing: Rotational (24x7x365 coverage)

Prerequisite: Must be open to night shifts and weekend coverage

RTO – Hybrid Model

Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

Familiarity with ITSM platforms (e.g., ServiceNow)

Strong understanding of Windows OS, basic networking, and enterprise applications.

Excellent communication skills in English (written and verbal).

• ITIL Foundation Knowledge/certification.
• Experience with remote desktop and diagnostic tools.
• Ability to create and maintain SOPs and user guides.
• Strong problem-solving and analytical skills.
  
  

Role Summary

We are looking for a skilled and customer-focused Technical Lead to provide multi-tiered IT support to end users.

This role encompasses Level 2 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.

• Bachelor's degree in IT, Computer Science, or related discipline.
• Proven experience leading or supervising a Service Desk team supporting 24x7 environments. Queue Monitoring.
• Handle escalations and RCA
• Strong understanding of ITIL framework and service management best practices.
• Experience with ticketing tools (ServiceNow, etc.) and call/contact center platforms.
• Ability to interpret and report SLA/KPI metrics, user satisfaction, and ticket trends.
• Excellent verbal and written communication skills for stakeholder interactions.
• Familiarity with incident prioritization matrix and RCA coordination.
  
  

Key Responsibilities

• ITIL v3 or ITIL 4 Foundation certification (required); Intermediate or Expert is a plus.
• Experience supporting global customers and multi-location teams.
• Exposure to Nexthink, Genesys, WFM (Workforce Management) tools, or ServiceNow Performance Analytics.
• Knowledge of shift rostering tools and reporting automation.
• Involved in team process trainings
  
  

Qualifications

B Tech

Range Of Year Experience-Min Year

5

Range Of Year Experience-Max Year

7