Job Description
Job Description:
As a Technical Support Team Lead at Comhard Technologies Pvt. Ltd., you will be responsible for overseeing the day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings. You will lead a team of 15+ members, drive first-time fix and SLA adherence, and be incident commander for P1s.
Key Responsibilities:
• Run daily stand-ups, manage queues, priorities, and escalations (L1→L2→L3)
• Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s
• Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout
Technical Triage & Incident Management:
• Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams
• Validate signals from monitoring tools, correlation, and rollback/containment calls
• Ensure clean handoffs to Infra L3 with complete context, logs, and timelines
Nimit Technologies Private Limited
HR cum Admin Executive
Nimit Technologies Private Limited • Vadodara, Gujarat • via BeBee
23 hours ago
₹6L–₹9L a year
Full–time
No Degree Mentioned
Apply on BeBee
Apply on Recruit.net
Job description
Job Title: HR Executive
A proactive and detail-oriented HR cum Admin Executive is required to handle both human resource and administrative responsibilities.
Report this listing
Comhard Technologies Pvt Ltd
Technical Support Team Lead
Comhard Technologies Pvt Ltd • Vadodara, Gujarat • via BeBee
22 hours ago
₹12L–₹17.5L a year
Full–time
No Degree Mentioned
Apply on BeBee
Apply on Recruit.net
Job description
Job Description:
As a Technical Support Team Lead at Comhard Technologies Pvt. Ltd., you will be responsible for overseeing the day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings. You will lead a team of 15+ members, drive first-time fix and SLA adherence, and be incident commander for P1s.
Key Responsibilities:
• Run daily stand-ups, manage queues, priorities, and escalations (L1→L2→L3)
• Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s
• Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout
Technical Triage & Incident Management:
• Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams
• Validate signals from monitoring tools, correlation, and rollback/containment calls
• Ensure clean handoffs to Infra L3 with complete context, logs, and timelines
SLA, Quality & Tooling:
• Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days
• Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows
• Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes
Knowledge & Prevention:
• Convert solved tickets to KB/runbooks; hit 80% runbook coverage for recurring issues
• Raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev
• Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events)
Customer Communication:
• Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms
Must-Have Skills:
• Hands-on: Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates
• Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR
• Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups
• Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash
• ITIL Foundation (or equivalent exposure)
Nice-to-Have:
• Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals
• Certifications: NSE-1/2, MS-900/SC-900, AWS CCP
Success Metrics (first 90 days):
• SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%
• MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5
• Runbook coverage ≥ 80% for top 20 recurring issues
• Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place
