ERM Placement Services
Technical Support Lead
Skills
1 month ago
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Important information
Contract type:
Permanent
Location:
Kolkata, West Bengal, India
Work mode:
Onsite
Published on:
8 September 2026
What they need
Job Role- Support Tech Lead
Experience- 8 to 12 years
Overview: To lead day-to-day support operations across three key manufacturing and process-industry accounts, owning client interaction, Weekly Status Reporting (WSR), SLA adherence, MTTR improvement, ticket aging control and end-to-end Incident Management, supported by relevant domain knowledge in petrochemicals or supply chain.
Roles & Responsibilities
- Lead day-to-day support operations for three process-industry / manufacturing accounts, coordinating L1, L2 and L3 teams across shifts.
- Act as the primary point of contact for client stakeholders run daily connects, weekly service reviews, and escalation calls.
- Produce and publish Weekly Status Reports (WSR) along with monthly service dashboards and management summaries.
- Own SLA definition, monitoring and adherence; drive corrective action on breaches and at-risk tickets.
- Track and improve MTTR, MTTA, first-time-right resolution and overall backlog health across all queues.
- Govern ticket aging – run daily triage, prioritisation, assignment and aging reviews to keep the backlog within agreed thresholds
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