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Team Lead

4 weeks ago

Islamabad, Islamabad, Pakistan HR POD Careers Full time
Requirements:
  • Bachelors or Masters degree in Computer Science, IT, or related field.
  • 7+ years of experience in application or technical support, with at least 2-3 years in a leadership role
  • Proven experience with ticketing tools (e.g. JIRA, Zendesk), SQL, REST APIs, log analysis, and documentation.
  • Strong communication skills, customer empathy, and ability to manage across regions and time zones.
  • Familiarity with cloud environments (AWS, GCP, Azure) and scripting (e.g. Python, Bash) is a plus.
  • Exposure to monitoring tools like Datadog, Airflow, Jupyter.
  • ITIL certification or experience with ITSM processes.
  • Experience working in AI/ML-intensive SaaS or data-heavy platforms.

Responsibilities:
  • Serve as the senior escalation point for the L1 Application Support team, ensuring timely resolution of high priority or escalated issues.
  • Lead, mentor, and manage an L1 support team (minimum 5 staff), overseeing daily operations, scheduling shifts, and assigning case responsibilities.
  • Oversee first-line support for complex data science applications, covering API integrations, model outputs, workflow errors, system configurations, and SQL-related issues.
  • Own knowledge base development, ensuring consistent, accurate documentation and team training to minimize recurrence of known issues.
  • Maintain SLA compliance across international time zones, ensuring structured escalations to L2/L3 engineering where required.
  • Coordinate with global support teams to ensure 24/7 coverage; review handover across shifts and maintain continuity in support delivery.
  • Monitor and report on support team performance metrics (e.g., ticket volume, resolution time, SLA breach rate); lead post-incident reviews and drive process improvements.
  • Communicate with cross-functional stakeholders including clients, product, engineering, and operations to escalate issues, share trend insights, and manage client expectations.
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