Everseen · Retail and e-commerce
Team Leader Tech Support - EMEA
- Pune (On‑site)
Still open on Everseen's site · checked 6 hours ago
- Level
- Lead or manager
- Experience
- 4+ years
- Education
- Bachelor's degreeor equivalent experience
- Posted
Job description
As written by Everseen · Read the original
Everseen: A leader in vision AI solutions for the world’s leading retailers.
The Role
As a Team Leader - EMEA, you will be responsible for Managing, assisting Team with Linux-based systems to the team, and interacting with the band Members for EMEA region. You will work in the Tech Support team to ensure the smooth operation of all the daily reports and assist team in resolving technical issues and will follow the SLA given by each Band.
- Oversee the day-to-day operations of the Technical Support Team.
- Record and track team SLAs and workflows.
- Schedule regular performance review meetings to discuss achievements, areas for improvement, and career development.
- Provide constructive feedback and work collaboratively to create action plans for improvement.
- Foster open communication with customers through surveys, feedback sessions, and regular check-ins.
- Train employees in excellent customer service and encourage a customer-centric mindset.
- Ensure that all customer Issues are resolved/escalated correctly to respective Team.
- Escalate to management any trending issues and/or incidents that might need to be escalated to a Major Incident
- Monitor ticket queue to meet SLA's and provide quick resolution to the end user community, including updating them when appropriate with the help of Voice Support Team.
- Regularly review customer feedback to identify recurring issues and implement preventive measures.
- Continuously evaluate and improve management processes based on feedback and performance metrics.
- Bachelor's degree, Information Technology/CSE, or a related field (or equivalent work experience).
- 4+ years of experience as Supervisor/ Team Leader
- Good English communication Skills
- Red Hat Certified System Administrator (RHCSA) is mandatory.
- People management skills
- Good knowledge of the ticketing tools such as Jira, Service now.
- Good knowledge of Monitoring tools such as Grafana and Prometheus
- Good knowledge of Docker and Ansible
- Familiarity with Linux distributions (e.g., CentOS, Ubuntu, Red hat).
- Basic understanding of Linux command-line tools and utilities.
- Strong problem-solving and troubleshooting skills.
- Ability to work effectively in a team and adapt to changing priorities.
- Ready to Work in 24*7 Rotational Shifts.
Our Commitment
Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.
Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.
Skills
Stack
- Docker
Working languages
English
Company
Last checked . The details above were extracted automatically; the employer's original posting is the authority.
