Technical support Analyst Lead

Key Responsibilities:

• Exhibit strong leadership and management skills, providing strategic direction, hands-on technical support, and daily guidance to the team.

• Demonstrate in-depth knowledge of a specific component of CSG’s business and the ability to multitask effectively in a fast-paced environment.

• Lead a team of 2 or more, ensuring that team objectives and customer SLAs are consistently met through effective coaching and support.

• Oversee day-to-day team activities with a focus on operational excellence, efficiency, and collaboration.

• Establish and maintain robust work processes, delegate tasks strategically, set clear priorities, and ensure consistent delivery on commitments.

• Act as a mentor and motivator, fostering a high-performing team culture and actively engaging in team development and dynamics.

• Take ownership of Major Incident Management, problem resolution, and escalations, ensuring timely and effective outcomes.

• Monitor work streams and incident status proactively to ensure SLAs and OLAs are met.

• Build and maintain strong relationships with customers and cross-functional teams such as Professional Services and R&D.

• Provide technical leadership on critical or complex issues, ensuring the team delivers scalable, high-quality solutions.

• Manage and support build automation using Jenkins or similar CI/CD tools.

• Deliver technical support to customers, resolving live production issues and consulting L4 teams where necessary.

• Oversee release promotions (including core upgrades) through development, UAT, and production phases.

• Ensure proper documentation and uphold technical standards, while actively participating in project and team design discussions.

• Manage, develop, and prioritize team schedules, balancing workloads during seasonal peaks, vacations, or unexpected absences.

• Continuously improve operational practices and workflows for enhanced service delivery.

• Monitor and report on team KPIs, ensuring consistent productivity, utilization, and service quality.

• Identify skill gaps and define personalized enablement and growth paths for each team member.

• Support service management layers as required, contributing to the broader goals of the organization.

• Collaborate with platform engineering for application/system sizing, performance requirements, and deployments.

• Lead the creation, maintenance, and publication of Remedy Knowledge Management articles.

• Drive a culture of peer reviews, knowledge sharing, and ongoing internal upskilling.

• Champion CSG Values, consistently demonstrating them in day-to-day work and team interactions.

• Seek innovative and creative solutions to overcome internal and customer-facing challenges.

Qualifications & Experience:

• Bachelor’s degree in information technology, Computer Science, Engineering (Electrical, Software, or Telecommunications) or a related field.
• 7–9 years of experience in the software industry or related fields.
• CSG product knowledge or a Telecommunication background on OSS , BSS is preferred.
• Minimum of 2–3 years of experience in strong leadership and team management.
• Subject Matter Expertise in areas such as Billing systems, Oracle Database, Linux/Unix (Red Hat), or Windows Server , API integrations.
• Proven customer-facing experience with the ability to provide on-site and remote support.
• Working experience on the ground with customers.
• Passion for driving continuous improvement and innovation in product and service delivery with strong communication skills .
• ITIL accreditation preferred.

Location(s):