Technical Lead

Role overview

Technical Lead at Infinite Computer Solutions

Experience supporting global customers and multi-location teams.

Responsibilities

• ITIL v3 or ITIL 4 Foundation certification (required); Intermediate or Expert is a plus.
• Exposure to Nexthink, Genesys, WFM (Workforce Management) tools, or ServiceNow Performance Analytics.
• Knowledge of shift rostering tools and reporting automation.
• Involved in team process trainings

Required qualifications

• 5–7 Years
• Shift Timing: Rotational (24x7x365 coverage)
• Prerequisite: Must be open to night shifts and weekend coverage
• RTO – Hybrid Model
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Familiarity with ITSM platforms (e.g., ServiceNow)
• Strong understanding of Windows OS, basic networking, and enterprise applications.
• Excellent communication skills in English (written and verbal).
• ITIL Foundation Knowledge/certification.
• Experience with remote desktop and diagnostic tools.
• Ability to create and maintain SOPs and user guides.
• Strong problem-solving and analytical skills.
• Role Summary:
• We are looking for a skilled and customer-focused Technical Lead to provide multi-tiered IT support to end users.
• This role encompasses Level 2 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.
• Bachelor’s degree in IT, Computer Science, or related discipline.
• Proven experience leading or supervising a Service Desk team supporting 24x7 environments.
• Queue Monitoring.
• Handle escalations and RCA
• Strong understanding of ITIL framework and service management best practices.
• Experience with ticketing tools (ServiceNow, etc.) and call/contact center platforms.
• Ability to interpret and report SLA/KPI metrics, user satisfaction, and ticket trends.
• Excellent verbal and written communication skills for stakeholder interactions.
• Familiarity with incident prioritization matrix and RCA coordination.

Employment details

• Location: Noida
• Job Type: Technical Lead
• Base
• Location: Noida (24x7 Hybrid / Remote / Onsite Support)

Additional role details

• Level: E4