Team Lead - Backup Simple

Key responsibilities

• Leading and supporting a team of backup specialists, ensuring high levels of service quality, customer satisfaction, and operational performance.
• Acting as the primary escalation point for complex or high-priority backup and recovery incidents, driving issues through to resolution.
• Conducting quality reviews, coaching sessions, and regular team engagement activities to support continuous development and performance growth.
• Monitoring service delivery metrics, incident trends, SLA achievement, and operational performance while driving service improvement initiatives.
• Coordinating shift coverage, stakeholder communication, vendor engagement, and cross-functional collaboration to support global customer operations.
• Providing leadership for major incident management, root cause analysis activities, process improvements, and technical knowledge sharing.
• Experience leading, mentoring, or supervising technical support teams within backup, infrastructure, storage, or managed services environments.
• Strong expertise in Commvault backup and recovery solutions, including administration, troubleshooting, configuration, and operational support.
• Knowledge of backup infrastructure concepts including disaster recovery, storage systems, deduplication, retention management, and cloud backup targets.
• Experience managing major incidents, escalations, root cause analysis, and service improvement initiatives.
• Strong communication, coaching, stakeholder management, and leadership skills with the ability to engage customers, vendors, and technical teams.
• Familiarity with ITIL-based service management processes, including Incident, Problem, and Change Management.