Job Description

Description:

This will be a non-billable role.

Requirements:

1. 7+ years minimum experience in technical support with minimum supervisory experience of 3 years
2. Should have a technical degree with excellent written and verbal communication skills
3. Strong business acumen with the ability to build and lead technical teams
4. Passion for customer experience, organizational success, and employee satisfaction
5. Experience in Application Support, IT Infra Alert Monitoring, UI level Debugging and writing SQL queries
6. Experience in Project Management, People Management, Coaching and Client Relationship Management
7. Process management with the ability to multitask and prioritize
8. Collaborate effectively across functional teams on a global scale
9. Action-oriented with strong organizational, analytical, problem-solving, and time management skills
10. Analytic insight to identify and solve client\'s business and technology problems

Job Responsibilities:

About the Position:
The Support Team Lead role will primarily be responsible for his/her team\'s performance on various metrics as assigned per the client\'s requirements.
Duties include providing assistance and guidance to Tier 1 and Tier 2 support professionals and ensuring they have the resources and tools to provide world-class support.
Additional responsibilities include staff scheduling, managing time off requests, staff development and training, performance measurement, and development/delivery of support solutions.
The Team Lead is also responsible for management and participation in internal client interactions and communications.

Team-Focused Responsibilities:
Act as a technical liaison and subject matter expert for the team
Ensure support team members are equipped with the tools and knowledge necessary to deliver world-class support services
Supervise a group of agents, with the responsibility of coaching, reporting, executing action plans, maintaining utilization and day-to-day operational management
Conduct daily and weekly meetings to share business updates
Conducts RCA to identify drivers impacting performance
Work closely with subject matter experts on escalations as well as manage the queue and productivity of the team
Should have a solid understanding of workflow, tools used for providing services and ensure achievement of SLA targets
Motivate, develop, coach, and lead team members in adherence to established processes
Responsible for team operations, schedule management, and communication
Prepare, monitor, and report on defined performance metrics
Evaluate team and individual performance by analyzing data, reviewing cases, and monitoring customer interactions
Support improvement initiatives on standardization of processes and adoption of global best practices
Involvement in interviewing, hiring, and onboarding to maintain a full complement of staff
Conduct staff and team member 1:1 meetings and reviews

Client-Focused Responsibilities:
Respond to and resolve customer concerns (escalations, surveys, etc.)
Ensure adherence to client service level agreements and timely case resolution
Assist in the resolution of escalated situations
Facilitate and maintain positive relationships with the clients and partners
Participate in client meetings

What We Offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.

By integrating experience design, complex engineering, and data expertise-we help our clients imagine what\'s possible, and accelerate their transition into tomorrow\'s digital businesses.

Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.

GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.

Hitachi