Job Description
The Tier 2 Global Team Lead will play a key role in managing a team of 8-10 technical experts in providing efficient and high-quality support. The ideal candidate will have strong leadership skills, a solid background in troubleshooting complex issues, and a commitment to achieving team objectives, KPIs, and service level agreements (SLAs). You will play a key role in managing escalated and pilot cases, new product introductions (NPI), and product releases while ensuring a solid knowledge base is maintained to optimize troubleshooting and reduce case resolution times.
1. Team Leadership and Development
·Lead, mentor, and manage a global Tier 2 team, ensuring high performance, team morale, and professional growth.
·Provide guidance, training, and support to team members, helping them overcome technical challenges and improve skill sets.
·Conduct regular performance reviews, offering constructive feedback and implementing development plan...