Aditya Mazumdar

Role Description – Technical Support Desk Team Lead Lead and manage the Technical Support Desk team to ensure timely and effective resolution of incidents and service requests. Act as the primary escalation point for complex technical and operational issues. Monitor support tickets, SLAs, and KPIs to ensure service quality and compliance. Coordinate with internal teams (Engineering, Network, IMS, Vendors) for issue resolution and change implementation. Analyze system and application logs to identify root causes and provide corrective actions. Ensure proper documentation of incidents, resolutions, SOPs, and knowledge base articles. Communicate clearly with clients and stakeholders, providing status updates and incident reports. Train, mentor, and guide team members to improve technical and process knowledge. Ensure adherence to ITIL processes, security standards, and organizational policies.