Team Lead - Service Operations | Database Support | SLA/SLO | Incident

Job description

**Skills & Experience** - Basic understanding of Database technologies - Strong understanding of service operations and metrics - Experience with case management systems and dashboards - Analytical and reporting capabilities - Stakeholder and communication skills - Ability to drive process adherence and continuous improvement - Monitor case flow, quality, adherence, and SLA/SLO compliance - Perform quality audits and provide structured feedback to agents - Manage realtime queue performance and workforce adherence - Deliver onboarding and ongoing technical/nontechnical training - Support performance management, coaching, and reporting - Analyze operational data to identify trends and improvement areas - Act as escalation points for operational or process issues - Ensure compliance with defined processes, policies, and governance standards **Preferred candidate profile** - Bachelor's degree in Computer Science, Information Technology, or a related field. - 6-8 years of experience in Database Administration, Database Support, or Cloud Operations. - Basic knowledge of PostgreSQL, MySQL, Oracle, or other database technologies. - Exposure to Google Cloud Platform (GCP) and cloud-based database services is preferred. - Experience in troubleshooting, incident management, and root cause analysis. - Hands-on experience with ServiceNow, JIRA, or similar ticketing tools. - Good understanding of SLA management, monitoring, and support operations. - Strong analytical, problem-solving, and customer support skills. - Excellent verbal and written communication skills. - Willingness to work in 24x7 rotational shifts and handle customer-facing support activities. **Preferred Certifications (Good to Have):** - Google Cloud Associate Cloud Engineer - Google Cloud Digital Leader - PostgreSQL/MySQL/Oracle Certifications - ITIL Foundation Certification