Support Lead - IT Operations

About the role

The Support Lead plays a vital role in enhancing customer satisfaction through effective troubleshooting and resolution of complex issues. This position focuses on executing continuous improvement initiatives, conducting root cause analyses, and providing technical guidance to team members. The Support Lead ensures that the support team operates efficiently, driving initiatives that lead to better performance and reduced defect rates.

What you'll do

• Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Advanced Diagnostic Tools To Ensure Timely Resolution And Minimize Customer…
• Conduct Hands-On Root Cause Analysis For Critical Issues, Utilizing Data Analysis And Performance Metrics To Identify Underlying Problems And Recommend Actionable…
• Implement Preventive Measures To Address Identified Issues, Leveraging Best Practices To Reduce Future Defects And Improve Overall Product Reliability
• Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues
• Execute Continuous Improvement Activities By Analyzing Team Performance Metrics, Identifying Areas For Enhancement

What you need

• Troubleshooting
• Root cause analysis
• Any graduate

Good to have

• ITIL