Job Title: Level 4 (L4) Support Lead / Manager
Role OverviewThe L4 Support Lead will be responsible for ensuring high-quality site operations, establishing robust support processes, and leading high-performing teams. This role requires strong technical expertise, leadership capability, and the ability to drive continuous improvement across support functions.
Key Responsibilities1. Site Support & Operations (40%)

• Lead and manage critical on-site and off-site support activities across multiple locations.
• Handle complex escalations and ensure timely resolution of high-impact issues.
• Coordinate with engineering, product, and operations teams to stabilize site performance.
• Monitor site KPIs, TAT, uptime, and service quality metrics.
• Support site go-lives, expansions, and hypercare phases.
• Conduct root cause analysis (RCA) and implement preventive actions.

2. Process Setup & Optimization (20%)

• Design, implement, and standardize support processes, SOPs, and workflows.
• Establish escalation matrices, documentation standards, and compliance mechanisms.
• Drive automation initiatives for reporting, monitoring, and ticket management.
• Improve process hygiene, closure quality, and audit readiness.
• Create dashboards and analytics for performance tracking.

3. People Management & Leadership (40%)

• Lead, mentor, and develop L1–L3 support teams and site engineers.
• Plan manpower allocation, shifts, and skill development programs.
• Conduct performance reviews, coaching sessions, and capability assessments.
• Drive team engagement, accountability, and ownership culture.
• Resolve conflicts and ensure high morale and productivity.
• Build succession plans and identify future leaders.

Key Skills & Competencies

• Strong technical and operational troubleshooting skills
• Excellent stakeholder and customer management
• Process design and improvement expertise
• Team leadership and people development
• Analytical mindset with KPI-driven execution
• Strong communication and decision-making ability

Qualifications & Experience

• Bachelor’s degree in Engineering / Technology / Operations / Management
• 7+ years of experience in technical support, site operations, or service delivery
• 3+ years in a leadership or managerial role
• Experience in automation, robotics, manufacturing, or large-scale deployments (preferred)
• Exposure to tools like JIRA, ServiceNow, Power BI, or similar platforms (preferred)