Technical support Analyst Lead
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 CSG’s 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:
- Bachelor’s degree in information technology, Computer Science, Engineering (Electrical, Software, or Telecommunications) or a related field.
- 7–9 years of experience in the software industry or related fields.
- CSG product knowledge or a Telecommunication background on OSS , BSS is preferred.
- Minimum of 2–3 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 Remote Apply Job!