Technical Support Supervisor

Technical Support Supervisor

Job Type: Full-time
Location: Kochi, Kerala, India
Work Arrangement: Hybrid
Shift: Rotational / 24×7 Operations
On-Call: Required

Role Description
The Technical Support Supervisor is a full-time, hybrid role based in Kochi, Kerala, India, with flexibility for work-from-home arrangements. The role involves overseeing a team of IT Support Technicians and ensuring high-quality technical support, timely incident resolution, and effective day-to-day support operations.

Key Responsibilities
• Lead, coach, and develop a team of technical support professionals.
• Conduct regular 1-on-1s, provide constructive feedback, and support professional development.
• Audit tickets, chats, and calls to ensure technical accuracy, excellent customer service, and adherence to SLAs and quality standards.
• Act as the Incident Commander for critical incidents and service disruptions.
• Own major incident lifecycles, coordinate escalations, and facilitate post-incident reviews and RCA.
• Monitor support queue volumes and team workloads and address operational bottlenecks.
• Monitor and report team and individual performance metrics including MTTR, CSAT, FCR, ticket backlog, and SLA compliance.
• Collaborate with server administrators, database management teams, and other technical teams.
• Identify opportunities to improve support processes, workflows, documentation, and service delivery.

Requirements & Qualifications
• Minimum 5 years of experience in a web hosting or cloud hosting environment.
• Minimum 2 years of experience leading or supervising technical support teams.
• Strong experience in people management, coaching, mentoring, and team development.
• Proven experience with Incident Management practices.
• Familiarity with ITIL frameworks and principles is highly preferred.
• Experience handling technical escalations and critical service disruptions.
• Strong communication, problem-solving, and organizational skills.
• Ability to work effectively with technical teams and stakeholders.
• Ability to work in a rotational shift environment supporting 24/7 hosting operations.
• Must be available for on-call support for high-priority escalations and critical service disruptions.

To Apply: Send your updated resume to hr@vipointsolutions.net with the subject “Technical Support Supervisor.”