L1 Tech Support Lead

Job Dimensions Position requires a candidate who can lead a team of Engineers engaged into working on Customer Tickets and Proactive SRs for all Spectra products including connectivity products (BIA, ILL, P2P), Managed Products (MBIA, MBB),, SDWAN, Firewall, Managed Wifi, etc. The position is responsible for Partner Management as well as Inhouse teams, driving SLAs, Quality of Technical Resolution, ensuring high levels of customer satisfaction and working on continous capability development of self and the team of 30-40 members for solution based support thereby delivering exceptional service to Home, Enterprise & B2B customers. Responsibility: Experience in Team Management : (Team Size: 30-40) 1. Manage Technical Support Engineers engaged into SR Resolution of all Products -Broadband, Leaseline, Wireless Controllers & Access Points (WLC/APs), Routing & Switching infrastructure, Network Security appliances (Firewalls, UTM, SDWAN), etc. 2. Enhance Technical Capability of L1 and L2 teams by building a Training and Certification Roadmap for all Spectra Products. 3. Build, mentor, and lead a high-performance Customer Experience & Technical support team capable of meeting current and future support needs. 4. Develop and implement Training Programs to enhance team skills, customer service capabilities, and develop subject-matter experts to increase online resolution. 5. Coach & motivate team to deliver high performance & low attrition. Customer Satisfaction and Experience - Ensure robust process of Customer Tickets management, SLA Adherence, Service improvement plans via L2 to provide high levels of customer satisfaction. Implement strategies to improve the customer support experience,resolution time, communication, acting as ultimate escalation point for resolution. Quality Assurance and Continuous Improvement - Implement quality assurance processes & establish a continuous improvement culture within the support team, encouraging feedback, innovation, and proactive identification of areas for improvement. Reduction in Customer Complaints : Drive Customer Complaints reduction programme with CFT Teams :contribute effectively by providing insights to L3 Network Teams for RCA & Issue Resolution