Technical Support Group: Team Lead (ID 1379)
Gurugram, Uttar PradeshFull-time10–14 yrsPosted over a month ago
Leadership IT support role at Marketscope in Gurugram and Uttar Pradesh. Needs 10–14 years and a B.Tech or B.E..
About the role
Build, lead, and continuously improve the Technical Support Group (TSG/L2) function for the Mobile Robotics business. Own the technical resolution of L2 field issues and act as the interface between I&C/L1 field teams and NPD/Engineering. Define and implement the TSG scope, mandate, RACI, triage process, and work-prioritization framework .
What you'll do
- Build, lead, and continuously improve the Technical Support Group (TSG/L2) function for the Mobile Robotics business
- Own the technical resolution of L2 field issues and act as the interface between I&C/L1 field teams and NPD/Engineering
- Define and implement the TSG scope, mandate, RACI, triage process, and work-prioritization framework
- Take ownership of L2 technical support for live customer accounts and provide onsite support when required
- Establish and enforce the NPD Firewall to protect NPD engineers from routine site firefighting
What you need
- Troubleshooting
- Hardware
- Root cause analysis
- PLC
- SCADA
- FMEA
Good to have
- Performance management
- Firewalls
- Site execution
- SOP writing