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

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