Icanio - L2 Support Lead - Client Operations (3-5 yrs)

Job Description :

We are looking for two sharp and proactive Support Leads who can take charge of Jira tickets, mentor the team, and manage client communications effectively.

The ideal candidates should have strong problem-solving skills, good technical knowledge, and the ability to handle clients with maturity.

Key Responsibilities :

- Team Leadership : Act as the primary mentor for interns and junior support engineers, providing guidance, knowledge sharing, and support.

- Monitoring & Troubleshooting : Oversee the monitoring of critical workflows, troubleshoot issues efficiently, and ensure timely resolution of tickets.

- Client Management : Handle client interactions with sensitivity and professionalism. Address concerns, provide updates, and manage escalations effectively.

- Communication & Reporting : Prepare and deliver presentations (PPTs) for internal and client meetings. Document key issues, resolutions, and action points clearly.

- Process Improvement : Identify gaps in current processes, suggest improvements, and implement best practices to enhance team efficiency.

- Mentoring : Develop a training plan for junior team members, helping them enhance their technical skills and communication abilities.

Requirements :

- Educational Background : MBA/BE or related degree with strong analytical and business acumen.

- Experience : 3-5 years of experience in support engineering, client management, or a related field.

- Technical Proficiency : Knowledge of SQL, MongoDB, Postgres, and Linux commands for troubleshooting.

- Presentation Skills : Proficient in creating and delivering impactful PowerPoint presentations.

- Client Sensibility : Ability to understand client needs, manage expectations, and communicate effectively.

- Leadership Qualities : Strong mentoring capabilities with the ability to lead by example and bring out the best in the team.

Preferred Qualifications :

- Familiarity with ticketing systems like Jira or ServiceNow.

- Proven track record of handling high-pressure client scenarios effectively.

- Experience with cloud platforms (AWS, GCP) and monitoring tools has a added advantage.

- Strong communication skills.