Support Lead - ITSM, Telecom

About the role

The Support Lead for Product Support plays a pivotal role in ensuring customer satisfaction through the efficient resolution of complex issues and proactive improvement initiatives. This position is responsible for leading troubleshooting efforts, conducting root cause analyses, and implementing preventive measures to enhance product reliability and team performance.

What you'll do

• Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Diagnostic Tools, Ensuring Minimal Disruption To Customer Operations
• Conduct Hands-On Root Cause Analysis For Critical Issues, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence
• Implement Preventive Measures And Best Practices To Reduce Future Defects And Improve Product Stability Based On Analysis And Feedback
• Provide Technical Assistance And Mentorship To Team Members In Resolving Escalated Customer Issues, Promoting Knowledge Sharing And Skill Development
• Lead Continuous Improvement Activities By Analyzing Support Metrics And Team Performance, Identifying Areas For Enhancement

What you need

• Telecom
• Troubleshooting
• Root cause analysis
• Any graduate

Good to have

• ITIL