Technical support Analyst Lead

Key Responsibilities:
• Exhibit strong leadership and management skills, providing strategic direction, hands-on technical support, and daily guidance to the team.
• Demonstrate in-depth knowledge of a specific component of CSG’s business and the ability to multitask effectively in a fast-paced environment.
• Lead a team of 2 or more, ensuring that team objectives and customer SLAs are consistently met through effective coaching and support.
• Oversee day-to-day team activities with a focus on operational excellence, efficiency, and collaboration.
• Establish and maintain robust work processes, delegate tasks strategically, set clear priorities, and ensure consistent delivery on commitments.
• Act as a mentor and motivator, fostering a high-performing team culture and actively engaging in team development and dynamics.
• Take ownership of Major Incident Management, problem resolution, and escalations, ensuring timely and effective outcomes.
• Monitor work streams and incident status proactively to ensure SLAs and OLAs are met.
• Build and maintain strong relationships with customers and cross-functional teams such as Professional Services and R&D.
• Provide technical leadership on critical or complex issues, ensuring the team delivers scalable, high-quality solutions.
• Manage and support build automation using Jenkins or similar CI/CD tools.
• Deliver technical support to customers, resolving live production issues and consulting L4 teams where necessary.
• Oversee release promotions (including core upgrades) through development, UAT, and production phases.
• Ensure proper documentation and uphold technical standards, while actively participating in project and team design discussions.
• Manage, develop, and prioritize team schedules, balancing workloads during seasonal peaks, vacations, or unexpected absences.
• Continuously improve operational practices and workflows for enhanced service delivery.
• Monitor and report on team KPIs, ensuring consistent productivity, utilization, and service quality.
• Identify skill gaps and define personalized enablement and growth paths for each team member.
• Support service management layers as required, contributing to the broader goals of the organization.
• Collaborate with platform engineering for application/system sizing, performance requirements, and deployments.
• Lead the creation, maintenance, and publication of Remedy Knowledge Management articles.
• Drive a culture of peer reviews, knowledge sharing, and ongoing internal upskilling.
• Champion CSG Values, consistently demonstrating them in day-to-day work and team interactions.
• Seek innovative and creative solutions to overcome internal and customer-facing challenges.

Qualifications & Experience:
• Bachelor’s degree in information technology, Computer Science, Engineering (Electrical, Software, or Telecommunications) or a related field.
• 7–9 years of experience in the software industry or related fields.
• CSG product knowledge or a Telecommunication background on OSS , BSS is preferred.
• Minimum of 2–3 years of experience in strong leadership and team management.
• Subject Matter Expertise in areas such as Billing systems, Oracle Database, Linux/Unix (Red Hat), or Windows Server , API integrations.
• Proven customer-facing experience with the ability to provide on-site and remote support.
• Working experience on the ground with customers.
• Passion for driving continuous improvement and innovation in product and service delivery with strong communication skills .
• ITIL accreditation preferred.
Location(s):
India Remote