Technical Team Lead - Database Operations (Google Cloud Platform)

• Lead and manage database support operations, ensuring high-quality service delivery and operational excellence.
• Monitor case queues, workload distribution, and team performance to meet SLA/SLO commitments.
• Perform quality reviews and audits, providing coaching and structured feedback to team members.
• Drive incident, escalation, and service management processes across the support organization.
• Analyze operational metrics, dashboards, and reports to identify trends, risks, and improvement opportunities.
• Manage real-time queue performance, workforce adherence, and resource utilization.
• Act as the primary escalation point for critical customer, operational, and process-related issues.
• Deliver onboarding programs, technical training, and continuous learning initiatives for support teams.
• Collaborate with stakeholders to improve service quality, customer satisfaction, and operational efficiency.
• Ensure compliance with organizational processes, governance standards, and support best practices.
• Drive process improvement initiatives through data analysis and operational insights.
• Support performance management, career development, mentoring, and team engagement activities.

Preferred candidate profile

• 6to 8 years of experience in Technical Support, Service Operations, Managed Services, or Database Operations.
• Prior experience leading support teams, managing workloads, and driving operational excellence.
• Basic understanding of Database technologies and cloud-based support environments.
• Strong knowledge of SLA/SLO management, incident management, and escalation handling.
• Experience with case management systems, ticketing tools, and operational dashboards.
• Strong analytical, reporting, and data-driven decision-making skills.
• Experience in quality audits, queue management, workforce adherence, and performance monitoring.
• Excellent stakeholder management, communication, and customer-facing skills.
• Experience coaching, mentoring, and developing high-performing teams.
• Ability to drive process improvements, operational governance, and continuous improvement initiatives
• Bachelors degree in Engineering or equivalent qualification.
• Exposure to Google Cloud Platform (GCP) or cloud support operations is preferred.