Shift Lead (Support & Operations)

Role Overview

The Shift Lead (Support & Operations) is a mission-critical role responsible for the real-time health and stability of the organization’s IT services. As the primary point of authority during a specific shift, you oversee a team of technical specialists to ensure that all systems, applications, and infrastructure remain operational 24/7. This role combines tactical technical expertise with personnel leadership, ensuring that every incident is handled with urgency and that operational standards are strictly maintained.

Key Responsibilities

1. Shift Command & Incident Management

Real-time Oversight: Act as the primary coordinator for all support activities during the shift, ensuring that the team is appropriately distributed to handle incoming ticket volumes.
Escalation Management: Serve as the first level of escalation for complex technical issues, providing immediate guidance or routing the issue to the appropriate Senior Lead or engineering team.
SLA Monitoring: Maintain a constant pulse on the queue to ensure all incidents are acknowledged and resolved within the agreed-upon Service Level Agreements (SLAs).

2. Team Leadership & Performance

Resource Allocation: Manage shift handovers and rotations to ensure continuous coverage and zero-gap transitions between teams.
Mentorship: Provide on-the-spot coaching to junior support analysts and administrators, helping them troubleshoot difficult cases and improve their technical proficiency.
Quality Assurance: Review ticket documentation and resolution steps performed during the shift to ensure they meet the organization’s quality and compliance standards.

3. Monitoring & Preventive Maintenance

Health Tracking: Utilize monitoring tools to track system performance, identifying and addressing potential issues before they escalate into major outages.
Change Coordination: Oversee any scheduled changes or maintenance windows occurring during the shift, ensuring that implementation plans are followed and that system health is verified post-deployment.
SOP Adherence: Ensure all team members follow established Standard Operating Procedures (SOPs) and safety protocols for system access and modification.

4. Communication & Reporting

Shift Reports: Compile comprehensive end-of-shift reports summarizing major incidents, outstanding tasks, and system performance metrics for the incoming lead and management.
Stakeholder Alerts: In the event of a major incident, manage the communication flow to affected business units and leadership, providing clear and frequent status updates.
Root Cause Support: Assist in gathering data for Root Cause Analysis (RCA) following significant service disruptions.

Skill Requirements

Operational Expertise: Strong hands-on experience with ITSM frameworks and tools (e.g., ServiceNow, Jira, or Zendesk).
Technical Breadth: A solid understanding of server infrastructure, cloud environments, and basic networking to facilitate cross-functional troubleshooting.
Situational Leadership: The ability to remain calm and decisive during high-pressure outages or periods of extreme ticket volume.
Analytical Thinking: Proficiency in identifying trends in support data to suggest long-term fixes for recurring issues.
Communication: Clear, concise verbal and written skills, essential for effective team coordination and executive reporting.

Other Requirements

Professional Experience: 3–5 years of experience in technical support or IT operations, with demonstrated growth into a lead or senior-level role.
Availability: Flexibility to work in a rotating shift environment, including nights, weekends, and holidays to support 24/7 operations.
Education: A Bachelor’s degree in IT, Computer Science, or a related field. Certifications like ITIL Foundation or CompTIA Network+ are highly regarded.
Process Discipline: A commitment to maintaining organized documentation and following rigid security protocols.

Why Join as a Shift Lead?

This role is the pulse of the IT department, offering immediate visibility into the impact of your work.

Leadership Foundation: Gain essential management experience in a technical environment, preparing you for senior operational leadership.
Dynamic Environment: No two shifts are the same; you will encounter a diverse range of technical challenges that keep your skills sharp.
Impactful Ownership: Take pride in being the gatekeeper of system stability and the leader your team relies on during critical moments.

Are you ready to lead the front line of our operations? Apply today to join us as a Shift Lead (Support & Operations).

More information

Job Location : Chennai, India
City : Chennai
Company Name : HCLTech

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To apply for this job please visit careers.hcltech.com.