Technical support Analyst Lead
Technical support Analyst Lead
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Job Description
Key Responsibilities:
Exhibit strong leadership and management skills providing strategic direction hands-on technical support and daily guidance to the team.
Demonstrate in-depth knowledge of a specific component of CSGs business and the ability to multitask effectively in a fast-paced environment.
Lead a team of 2 or more ensuring that team objectives and customer SLAs are consistently met through effective coaching and support.
Oversee day-to-day team activities with a focus on operational excellence efficiency and collaboration.
Establish and maintain robust work processes delegate tasks strategically set clear priorities and ensure consistent delivery on commitments.
Act as a mentor and motivator fostering a high-performing team culture and actively engaging in team development and dynamics.
Take ownership of Major Incident Management problem resolution and escalations ensuring timely and effective outcomes.
Monitor work streams and incident status proactively to ensure SLAs and OLAs are met.
Build and maintain strong relationships with customers and cross-functional teams such as Professional Services and R&D.
Provide technical leadership on critical or complex issues ensuring the team delivers scalable high-quality solutions.
Manage and support build automation using Jenkins or similar CI/CD tools.
Deliver technical support to customers resolving live production issues and consulting L4 teams where necessary.
Oversee release promotions (including core upgrades) through development UAT and production phases.
Ensure proper documentation and uphold technical standards while actively participating in project and team design discussions.
Manage develop and prioritize team schedules balancing workloads during seasonal peaks vacations or unexpected absences.
Continuously improve operational practices and workflows for enhanced service delivery.
Monitor and report on team KPIs ensuring consistent productivity utilization and service quality.
Identify skill gaps and define personalized enablement and growth paths for each team member.
Support service management layers as required contributing to the broader goals of the organization.
Collaborate with platform engineering for application/system sizing performance requirements and deployments.
Lead the creation maintenance and publication of Remedy Knowledge Management articles.
Drive a culture of peer reviews knowledge sharing and ongoing internal upskilling.
Champion CSG Values consistently demonstrating them in day-to-day work and team interactions.
Seek innovative and creative solutions to overcome internal and customer-facing challenges.
Qualifications & Experience:
- Bachelors degree in information technology Computer Science Engineering (Electrical Software or Telecommunications) or a related field.
- 79 years of experience in the software industry or related fields.
- CSG product knowledge or a Telecommunication background on OSS BSS is preferred.
- Minimum of 23 years of experience in strong leadership and team management.
- Subject Matter Expertise in areas such as Billing systems Oracle Database Linux/Unix (Red Hat) or Windows Server API integrations.
- Proven customer-facing experience with the ability to provide on-site and remote support.
- Working experience on the ground with customers.
- Passion for driving continuous improvement and innovation in product and service delivery with strong communication skills .
- ITIL accreditation preferred.
Location(s):
India RemoteRequired Experience:
IC
Employment Type
Full-Time
