Sr Team Lead-Cloud & Infra Operations (INDIA - NOIDA- BIRLASOFT OFFICE, IN)

Birlasoft
Noida
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Stakeholder communication","Continuous improvement","Coaching","Leadership"]

Lead the transformation of a Catch & Dispatch service desk into an L1.5 capability that resolves incidents and requests at first point of contact. Define and embed SOPs, knowledge articles, and known error processes, run capability gap assessments with structured upskilling, and drive KPIs like FCR, AHT, ticket deflection, and CSAT. Partner with L2/L3 teams to expand L1.5 ownership while using automation and ServiceNow workflows to scale resolution capacity and improve quality through QA and continuous improvement.

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FursaFursa
Birlasoft
Birlasoft
5 hours ago

Sr Team Lead-Cloud & Infra Operations (INDIA - NOIDA- BIRLASOFT OFFICE, IN)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead the transformation of a Catch & Dispatch service desk into an L1.5 capability that resolves incidents and requests at first point of contact. Define and embed SOPs, knowledge articles, and known error processes, run capability gap assessments with structured upskilling, and drive KPIs like FCR, AHT, ticket deflection, and CSAT. Partner with L2/L3 teams to expand L1.5 ownership while using automation and ServiceNow workflows to scale resolution capacity and improve quality through QA and continuous improvement.
Location: Noida
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own and drive the transformation roadmap from Catch & Dispatch to an L1.5 Service Desk that resolves incidents and requests at first point of contact.
  • •Define, document, and embed SOPs, knowledge base articles, and known error database entries to enable first-contact resolution.
  • •Conduct capability gap assessments and design structured upskilling and cross-training aligned to the L1.5 maturity model.
  • •Establish and track transformation KPIs (FCR, AHT, ticket deflection, CSAT) and report progress to stakeholders.
  • •Collaborate with L2/L3 resolver groups to negotiate resolution boundaries, absorb eligible categories into L1.5, and champion automation/AI-assisted tooling (chatbots, auto-resolution scripts, ServiceNow workflows) with QA and continuous improvement cycles.

Key Requirements

Skills:Stakeholder communicationContinuous improvementCoachingLeadership
Tech Stack:ServiceNow

Company Brief

Birlasoft
Birlasoft is a global IT services and digital solutions provider delivering consulting, enterprise applications, cloud, and infrastructure services to enterprises across industries, helping accelerate digital transformation and business modernization.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Noida, India
WebsiteLinkedIn