Role Overview
Xpandretail is seeking a highly skilled Team Lead & SLA Manager to lead service delivery, ensure SLA compliance, and manage client-facing support operations. This role is critical to maintaining high-quality service standards for enterprise retail customers using Xpandretail’s analytics and device-driven solutions.
The ideal candidate will have strong experience in IT operations, networking fundamentals, SLA management, ticketing systems, and client communication, with the ability to lead support teams and engage confidently with senior client stakeholders.
Key Responsibilities
Service Delivery & SLA Management
Own and manage end-to-end SLA compliance across all customer support and service operations.
Define, monitor, and report on SLA/KPI metrics such as response time, resolution time, uptime, incident trends, and service quality.
Ensure proactive identification of SLA risks and drive corrective and preventive actions.
Prepare and present SLA reports, service reviews, and RCA documents to internal leadership and clients.
Team Leadership & Operations
Lead, mentor, and manage the support and operations team, ensuring high performance and accountability.
Allocate workloads, manage shifts, and ensure adequate coverage for business-critical support hours.
Conduct regular performance reviews, coaching sessions, and skill development plans.
Enforce standard operating procedures (SOPs), escalation matrices, and incident management workflows.
Client Management & Communication
Act as the primary escalation and communication point for key enterprise clients.
Handle client meetings, service reviews, and incident discussions with clear, confident, and professional English communication.
Translate technical issues into business-friendly explanations for client stakeholders.
Build long-term client trust through transparent communication and consistent service quality.
Technical Oversight (IT, Network & Industry Knowledge)
Possess strong working knowledge of:
IT infrastructure, cloud-based platforms, and application support
Networking concepts (LAN/WAN, firewalls, VPNs, routing basics)
Device-based / IoT / retail analytics environments (cameras, sensors, edge devices)
Support root cause analysis across application, device, network, and cloud layers.
Collaborate with engineering, product, and vendor teams for issue resolution and platform improvements.
Ticketing Systems & Process Management
Own and optimize ticketing systems (e.g., Jira, Zoho desk, ServiceNow, Zendesk, or similar).
Ensure accurate ticket categorization, prioritization, documentation, and closure.
Drive adherence to ITIL-aligned processes including incident, problem, and change management.
Maintain audit-ready documentation for SLAs, incidents, and customer commitments.
Key Performance Indicators
- Mean Time to Resolution (MTTR) within agreed targets
- Reduction in repeat incidents
- Customer satisfaction (CSAT) ≥ 4.5/5
- On-time service review reports
- Zero major SLA breaches per quarter
Required Skills & Experience
Mandatory
4–5 years of experience in IT operations, technical support, or service delivery roles
Minimum 2–3 years in a Team Lead, Service Manager, or SLA-focused role
Strong experience managing SLAs, KPIs, and customer-facing service metrics
Hands-on experience with ticketing systems and support workflows
Excellent understanding of IT systems, networking fundamentals, and cloud environments
Exceptional English communication skills (verbal and written) for client interactions and documentation
Preferred / Advantage
Experience in retail technology, analytics platforms, IoT, or device-based solutions
ITIL Foundation or Service Management certifications
Experience managing global or enterprise customers
Job Types: Full-time, Permanent
Pay: ₹45,000.00 - ₹65,000.00 per month
Benefits:
Ability to commute/relocate:
- Kadavanthara, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- SLA Management: 4 years (Required)
Language:
Work Location: In person
