Sr. Technical Support Engineer

About the Job

About Aligned Automation

At Aligned Automation, we live by our "Better Together" philosophy to build a better world. As a strategic service provider to Fortune 500 companies, we help digitize enterprise operations and drive impactful business strategies. Our purpose goes beyond projects—we strive to deliver meaningful, sustainable change that shapes a more optimistic and equitable future.

Our culture is deeply rooted in our 4Cs—Care, Courage, Curiosity, and Collaboration—ensuring that each employee is empowered to grow, innovate, and thrive in an inclusive workplace.

Job Description

Technical Support Engineer – Team Lead (Senior Consultant)

Years of Experience: 5 to 8 Years

Job Brief

The Technical Support Team Lead is responsible for managing day-to-day operations of the entire technical support team — both L1 and L2 engineers — ensuring efficient ticket processing, dispatch coordination, and customer email responses across enterprise-level servers, storage, client, and consumer systems. The role combines strong operational and people management with a focus on roster planning, capacity planning, performance management, quality assurance, governance, and continuous process improvement. The Team Lead oversees multiple projects, drives SLA compliance, and serves as the primary escalation point before issues reach Subject Matter Experts. This position operates on a rotational shift basis covering morning, afternoon, and night shifts to provide seamless support across the Americas, EMEA, and Asia-Pacific regions.

Responsibilities

Operations & Queue Management

•        Manage and monitor the ticket queue in real time, ensuring accurate categorisation, prioritisation, and resolution within defined SLAs.

•        Oversee dispatch creation and coordination for field service engineers and replacement parts across all regions.

•        Ensure smooth shift handovers with clear documentation of pending items, escalations, and priorities between morning, afternoon, and night shifts.

•        Track and drive timely closure of all open cases, proactively identifying bottlenecks and reassigning workload as needed.

•        Serve as the first point of escalation for complex or ageing tickets before they reach Subject Matter Experts.

Team & People Management

•        Lead, mentor, and manage the entire technical support team (L1 and L2 engineers), setting clear expectations for performance and conduct.

•        Own roster planning across all shifts and regions, ensuring adequate coverage for the Americas, EMEA, and Asia-Pacific windows.

•        Drive capacity planning — forecast staffing needs based on ticket volumes, seasonal trends, and project requirements to maintain optimal team strength.

•        Track individual and team performance through defined KPIs, conduct regular one-on-ones, and provide constructive feedback to drive continuous improvement.

•        Identify underperformance early, implement performance improvement plans where needed, and recognise high performers.

•        Manage onboarding and training of new joiners to ensure they are ramped up effectively.

Quality & Governance

•        Define and enforce quality standards for ticket handling, customer communication, and documentation across the team.

•        Conduct regular ticket audits and case reviews to ensure accuracy, completeness, and adherence to standard operating procedures.

•        Establish and maintain governance frameworks for process compliance, data integrity, and operational controls.

•        Track quality metrics and drive corrective actions for recurring errors or non-compliance.

Reporting & Stakeholder Management

•        Provide regular operational reports to management and client stakeholders, covering SLA performance, ticket volumes, quality scores, and team productivity.

•        Participate in client reviews and internal governance meetings with data-backed insights and improvement plans.

•        Be responsible for multiple projects simultaneously, ensuring delivery milestones and quality benchmarks are met.

•        Process Improvement & Problem Solving

•        Proactively identify recurring issues, inefficiencies, and gaps in current processes and propose actionable solutions.

•        Analyse ticket data and operational trends to recommend process improvements that reduce resolution times and ticket volumes.

•        Collaborate with cross-functional teams including field services, engineering, and product teams to resolve systemic issues.

•        Evaluate new tools, technologies, and methodologies to enhance team performance and service delivery.

Requirements

•        Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related field (or equivalent technical certification).

•        5 to 8 years of experience in technical support or IT operations, with at least 2 years in a team lead or supervisory role.

•        Strong experience in queue and operations management within a ticketing-based support environment.

•        Proven ability to manage and develop a team of L1 and L2 engineers across multiple shifts and regions.

•        Solid understanding of enterprise hardware — servers, storage arrays, tape libraries, and client systems (Dell infrastructure experience preferred).

•        Excellent written and verbal communication skills, with the ability to interact confidently with clients and senior stakeholders.

•        Strong analytical and problem-solving skills with a data-driven approach to decision making.

•        Hands-on experience with ticketing/ITSM tools (e.g., ServiceNow, Remedy) and reporting dashboards.

•        Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).

•        Ability to manage competing priorities across multiple projects and make sound decisions under pressure.

•        Willingness to work in rotational shifts to support 24×7 operations across the Americas, EMEA, and Asia-Pacific regions. Female employees will be assigned morning and afternoon shifts only; night shifts are applicable to male employees.

Good to Have

•        ITIL Foundation or Intermediate certification.

•        Hardware certifications such as CompTIA A+, Dell Certified Technician, or equivalent.

•        Experience working in a large data centre environment with multi-vendor hardware support.

•        Prior experience managing quality audits and governance reviews in a support operations setting.

•        Familiarity with workforce management and scheduling tools.