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Common operations shift-lead role with broad requirements, but senior 10-14 years reduces candidate competition.
Operational leadership skills transfer across industries, though IT support and CCaaS experience adds domain specificity.
Explicit 10-14 years requirement and mandatory frontline support/contact-center experience create strict filtering.
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Supervise and manage daily operations of frontline L1 and L1.5 IT support teams during assigned shifts.
Ensure proper shift staffing, manage support queues, and handle initial escalations to optimize workload distribution.
Collaborate with Operations, Knowledge Management, and Quality teams to maintain service standards and improve support outcomes.
10-14 years of experience in IT support, service desk, or IT operations environments with frontline team management.
Strong knowledge of ticket management tools and support workflows.
Experience with contact center environments and CCaaS platforms preferred.
Must be willing to work rotational shifts covering 24x7 operations (shift timings: 6 AM-3 PM IST, 2 PM-11 PM IST, 10 PM-7 AM IST).
Experienced leader capable of managing multi-level frontline support teams in high-volume, 24x7 IT operations environments.
Demonstrates operational ownership over service metrics such as SLA compliance, backlog, FCR, MTTR, CSAT, and ticket reopen rates.
Skilled collaborator with Quality, Knowledge Management, and Operations stakeholders to drive continuous service improvements.