Job Description – Team Leader (Shift In Charge) JD No.: SM-TL | Reports To: Assistant Manager Role Overview • Responsible for leading a team of engineers and managing end-to-end shift operations. • Ensure achievement of business goals, SLA adherence, and high service quality. • Act as a key interface between operations, clients, and internal stakeholders. Key Responsibilities • Manage a team handling monitoring of BFSI/related applications and ensure smooth operations across assigned zones. • Drive SLA and SOP adherence while maintaining service quality and customer satisfaction. • Coordinate with stakeholders to ensure timely delivery. • Simplify complex technical issues for clients and leadership. • Handle client interactions and ensure prompt resolution. • Perform root cause analysis and implement solutions. • Manage shift operations including planning and scheduling. • Ensure required resources and escalate constraints. • Promote teamwork and collaboration. • Ensure process discipline and compliance. • Mandatory to work in a 24x7 shift environment with rotational week offs. People & Performance Management • Manage team performance, workload, attrition, and absenteeism. • Conduct One-on-Ones and performance reviews. • Motivate and develop team members. • Resolve conflicts and maintain a positive environment. • Drive continuous improvement and innovation. Key Expectations / KPIs • 100% SLA and SOP adherence. • Improved service quality and customer satisfaction. • Timely issue resolution. • Strong team performance and discipline. • Effective shift management. Eligibility & Skills • Graduate with 3+ years of team handling experience. • Domain exposure to BFSI / Fintech / E-commerce preferred. • Strong communication and problem-solving skills. • Knowledge of monitoring tools and testing (preferred). • Ability to work under pressure
