Job Title: Level 4 (L4) Support Lead / Manager
Role Overview
The L4 Support Lead will be responsible for ensuring high-quality site operations, establishing robust support processes, and leading high-performing teams. This role requires strong technical expertise, leadership capability, and the ability to drive continuous improvement across support functions.
Key Responsibilities
1. Site Support & Operations (40%)
- Lead and manage critical on-site and off-site support activities across multiple locations.
- Handle complex escalations and ensure timely resolution of high-impact issues.
- Coordinate with engineering, product, and operations teams to stabilize site performance.
- Monitor site KPIs, TAT, uptime, and service quality metrics.
- Support site go-lives, expansions, and hypercare phases.
- Conduct root cause analysis (RCA) and implement preventive actions.
2. Process Setup & Optimization (20%)
- Design, implement, and standardize support processes, SOPs, and workflows.
- Establish escalation matrices, documentation standards, and compliance mechanisms.
- Drive automation initiatives for reporting, monitoring, and ticket management.
- Improve process hygiene, closure quality, and audit readiness.
- Create dashboards and analytics for performance tracking.
3. People Management & Leadership (40%)
- Lead, mentor, and develop L1–L3 support teams and site engineers.
- Plan manpower allocation, shifts, and skill development programs.
- Conduct performance reviews, coaching sessions, and capability assessments.
- Drive team engagement, accountability, and ownership culture.
- Resolve conflicts and ensure high morale and productivity.
- Build succession plans and identify future leaders.
Key Skills & Competencies
- Strong technical and operational troubleshooting skills
- Excellent stakeholder and customer management
- Process design and improvement expertise
- Team leadership and people development
- Analytical mindset with KPI-driven execution
- Strong communication and decision-making ability
Qualifications & Experience
- Bachelor’s degree in Engineering / Technology / Operations / Management
- 7+ years of experience in technical support, site operations, or service delivery
- 3+ years in a leadership or managerial role
- Experience in automation, robotics, manufacturing, or large-scale deployments (preferred)
- Exposure to tools like JIRA, ServiceNow, Power BI, or similar platforms (preferred)
