Team Lead - Floor Operations (Shift In Charge)

Role Overview: You are responsible for leading a team of engineers and managing end-to-end shift operations. Your role involves ensuring the achievement of business goals, SLA adherence, and high service quality while acting as a key interface between operations, clients, and internal stakeholders. Key Responsibilities: - Manage a team handling monitoring of BFSI/related applications and ensure smooth operations across assigned zones. - Drive SLA and SOP adherence while maintaining service quality and customer satisfaction. - Coordinate with stakeholders to ensure timely delivery. - Simplify complex technical issues for clients and leadership. - Handle client interactions and ensure prompt resolution. - Perform root cause analysis and implement solutions. - Manage shift operations including planning and scheduling. - Ensure required resources and escalate constraints. - Promote teamwork and collaboration. - Ensure process discipline and compliance. - Mandatory to work in a 24x7 shift environment with rotational week offs. People & Performance Management: - Manage team performance, workload, attrition, and absenteeism. - Conduct One-on-Ones and performance reviews. - Motivate and develop team members. - Resolve conflicts and maintain a positive environment. - Drive continuous improvement and innovation. Key Expectations / KPIs: - 100% SLA and SOP adherence. - Improved service quality and customer satisfaction. - Timely issue resolution. - Strong team performance and discipline. - Effective shift management. Eligibility & Skills: - Graduate with 3+ years of team handling experience. - Domain exposure to BFSI / Fintech / E-commerce preferred. - Strong communication and problem-solving skills. - Knowledge of monitoring tools and testing (preferred). - Ability to work under pressure. Role Overview: You are responsible for leading a team of engineers and managing end-to-end shift operations. Your role involves ensuring the achievement of business goals, SLA adherence, and high service quality while acting as a key interface between operations, clients, and internal stakeholders. Key Responsibilities: - Manage a team handling monitoring of BFSI/related applications and ensure smooth operations across assigned zones. - Drive SLA and SOP adherence while maintaining service quality and customer satisfaction. - Coordinate with stakeholders to ensure timely delivery. - Simplify complex technical issues for clients and leadership. - Handle client interactions and ensure prompt resolution. - Perform root cause analysis and implement solutions. - Manage shift operations including planning and scheduling. - Ensure required resources and escalate constraints. - Promote teamwork and collaboration. - Ensure process discipline and compliance. - Mandatory to work in a 24x7 shift environment with rotational week offs. People & Performance Management: - Manage team performance, workload, attrition, and absenteeism. - Conduct One-on-Ones and performance reviews. - Motivate and develop team members. - Resolve conflicts and maintain a positive environment. - Drive continuous improvement and innovation. Key Expectations / KPIs: - 100% SLA and SOP adherence. - Improved service quality and customer satisfaction. - Timely issue resolution. - Strong team performance and discipline. - Effective shift management. Eligibility & Skills: - Graduate with 3+ years of team handling experience. - Domain exposure to BFSI / Fintech / E-commerce preferred. - Strong communication and problem-solving skills. - Knowledge of monitoring tools and testing (preferred). - Ability to work under pressure.