Sr Technical Lead (Support & Operations) - Mississauga, Ontario, Canada

Job Summary

To ensure on-time resolution of escalations/complex incidents, provide technical guidance to the team and ensure positive customer satisfaction.

Key Responsibilities

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
• To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and knowledge sharing). In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
• To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
• To ensure positive customer feedback & satisfaction through active participation in customer mee...