Technical Support Team Lead

Overview

The Technical Support Team Lead is responsible for overseeing technical support operations across multiple regional hubs, ensuring operational stability, service continuity, and high-quality support delivery. The role serves as a key liaison between regional technical teams and central engineering functions.

Key Responsibilities

• Manage and optimize the technical support lifecycle, ensuring incidents are resolved within defined service levels.
• Act as the primary technical liaison between regional teams and central technical stakeholders.
• Lead the resolution of critical production incidents and serve as the escalation point for complex technical issues.
• Develop and maintain centralized technical documentation, troubleshooting guides, and standard operating procedures.
• Monitor infrastructure health, including server uptime, network connectivity, and deployment stability.
• Proactively identify and resolve operational issues before they impact business performance.
• Lead, mentor, and develop local technical support teams, fostering a culture of technical excellence and proactive problem-solving.
• Prepare regular operational and performance reports related to support metrics and system stability.
• Communicate regional operational challenges and technical feedback to relevant stakeholders to support continuous improvement initiatives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Minimum of 5 years of experience in technical support leadership or IT operations management.
• Previous experience within high-volume transactional environments, gaming, or fintech industries is considered an advantage.

Technical Skills

• Strong knowledge of IT Service Management (ITSM) tools and incident management frameworks such as Jira Service Management or ServiceNow.
• Hands-on experience with monitoring and observability tools including Datadog, Grafana, or ELK stack.
• Solid understanding of network architecture, cloud operations, and security best practices.
• Ability to manage operations across multiple time zones and culturally diverse teams.
• Strong analytical skills with the ability to identify recurring technical issues and recommend long-term improvements.
• Ability to remain calm and effective during critical incidents or high-pressure situations.

Personal Attributes

• Excellent leadership and mentoring capabilities.
• Strong communication and stakeholder management skills.
• Ability to clearly communicate technical information to both technical and non-technical audiences.
• Highly organized, adaptable, and solution-oriented approach.