Shift Lead IRC266063

Description

GlobalLogic is looking for a skilled and experienced Support Team Lead to manage a team involved in technical or product support. The ideal candidate will be responsible for handling day-to-day operations, ensuring high-quality service delivery, managing team performance, and maintaining client satisfaction.

Requirements

• Minimum 5 years of experience in Technical Support or Product Support projects
• Hands-on experience in team management
• Strong knowledge of support metrics (KPIs/OKRs)
• Good problem-solving and decision-making abilities
• Experience with escalation handling and backlog management
• Strong communication and stakeholder management skills
• Proficiency in support-related data analysis and reporting

Job responsibilities

• Lead and Team Manager the support team to meet business goals
• Handle escalations and drive timely resolutions
• Monitor team KPIs and performance metrics
• Plan and manage team schedules and shift coverage
• Analyze support data to identify areas for improvement
• Maintain effective communication with clients and internal stakeholders
• Prepare and present reports, updates, and dashboards

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.