Technical Lead - Incident/Process Management

Role : Technical Lead - Incident/Process Management

Experience : 8 Years

Location : Bangalore

Role Overview :

Lead day-to-day operations of the India team, ensure ITIL processes are followed, manage incidents, coordinate with L1/L2 engineers, and act as the main technical point of contact for global customers.

Key Responsibilities :

- Lead cross-domain incidents and operational crisis management.

- Ensure proactive service operations and continual improvement initiatives.

- Coordinate team schedules to cover 24x7 support.

- Coach L1/L2 engineers in technical and behavioral skills.

- Manage relationships with partner companies and escalations.

- Conduct root cause and impact analyses for major incidents.

Skills & Qualifications :

- Expert knowledge : SDWAN, WLAN, routing, switching, firewalls (Cisco & Fortigate).

- ITIL principles, operational governance experience.

- Strong leadership, analytical, and problem-solving skills.

- Effective communication with internal teams and customers (English).