Data Support Manager

3 days ago

Islamabad, Islamabad, Pakistan beBeeData Full time 12,000,000 - 15,000,000

Job Title:

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Technical Team Lead

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Job Description

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As a Technical Team Lead, you will oversee the daily operations of an L1 support team, ensuring timely resolution of high-priority issues and maintaining SLA compliance across international time zones. This is a challenging role that requires strong leadership skills, technical expertise, and excellent communication abilities.

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We are seeking a highly motivated and experienced Technical Team Lead to join our team.

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Responsibilities

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  • Lead and manage an L1 support team, overseeing daily operations and assigning case responsibilities.
  • Oversee first-line support for complex data science applications, covering API integrations and SQL-related issues.
  • Own knowledge base development, ensuring consistent documentation and team training to minimize recurrence of known issues.
  • Maintain SLA compliance and ensure structured escalations to L2/L3 engineering where required.
  • Coordinate with global support teams to ensure 24/7 coverage.
  • Monitor and report on support team performance metrics, leading post-incident reviews and driving process improvements.
  • Communicate with cross-functional stakeholders to escalate issues and manage client expectations.
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Requirements

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Bachelors or Masters degree in Computer Science, IT, or related field.

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7+ years of experience in application or technical support, with at least 2-3 years in a leadership role.

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Proven experience with ticketing tools (e.g., JIRA, Zendesk), SQL, REST APIs, log analysis, and documentation.

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Strong communication skills, customer empathy, and ability to manage across regions and time zones.

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Familiarity with cloud environments (AWS, GCP, Azure) and scripting (e.g., Python, Bash) is a plus.

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Exposure to monitoring tools like Datadog, Airflow, Jupyter.

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ITIL certification or experience with ITSM processes.

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Experience working in AI/ML-intensive SaaS or data-heavy platforms.

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What We Offer

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A competitive salary package and benefits.

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The opportunity to work with a talented team of professionals.

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A dynamic and supportive work environment.

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