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