Travelopia Looking for Tech Help Squad Lead (IT Service) at Bengaluru, Karnataka Full Time

Technology – Tech Help Squad Lead (IT Service)

Location: Bangalore, India

Division: Corporate

Sector or Brand: All Brands & Functions

Function: Technology

Contract type: Permanent role (India/UK Hours)

Company Overview

Travelopia is headquartered in the UK and is one of the world’s leading specialist travel groups providing customers with unique travel experiences. This includes adventure travel, safaris, private jet, and polar expeditions, tailor-made luxury holidays, yacht, and riverboat charter holidays, educational and sporting-based school trips, corporate hospitality, and sporting event fan travel.

The Role

This is an excellent opportunity for a service leader with DevOps and management experience, to lead a squad within our service delivery team “Tech Help.” You will lead a team of 5-10 1st and 2nd line engineers, and provide technology leadership with globally based resources, to deliver great service to our brands and group functions. Our squads are multi-functional, comprising of 1st line service desk, network, Windows, and other skillsets – who are capable collectively of resolving tickets for our user base. You will work closely with the other squad leads, to deliver the transformation we require in our service offering. This is a hands-on role – you will lead your team, but also be required to support hands-on as required.

What you will be doing:
The Tech Help Squad Lead will report to the Head of Tech Help, and will be responsible for:

Delivery of service for brands and group functions supported by the squad – leading your squad day to day, and being hands-on to understand common problems and support your team

Plan and distribute work within your squad, optimizing for time zones, ensuring a consistent focus on metrics, and driving down resolution times for our end users

Own and maintain our ticketing system, optimizing where required

Ensure any escalations are dealt with in a timely manner and with excellent communication

Act as incident manager for any major incidents which occur for your supporting brands

Encourage an agile approach to service – continual improvement and nimble processes – drive the modernization of our Service offering through modern tooling, techniques, and processes where appropriate.

Use metrics to drive improvement with your team

Provide leadership for your team – driving forward the transformation agenda and using your experience – and identifying where common recurring problems required intervention

Be a source of technical guidance for your team – using your experience – and collaborate with other technology leaders in the function

What we are looking for:
5 to 8 years of hands-on technical experience in a Client-Server business network – you must be able to demonstrate your customer focus and communication skills.

Experience in working in an agile and/or product-led organisation is essential.

Experience in working with Agile delivery and DevOps, in particular, is required – to maximise the opportunities we have to modernise the way we deliver service through automation and technology.

Experience in leading teams in an international environment.

An understanding of a wide range of technology is desirable – you will be leading a team of engineers, who will look to you for leadership.

Good experience in working on any ticketing tool.

Experience and knowledge of troubleshooting Microsoft Windows are essential, Mac OSX Operating Systems would be beneficial.

Good experience in Active Directory Administration and PC troubleshooting.

Good understanding of basic networking and server architecture (TCP/IP, DNS, DHCP, and Active Directory).

Good knowledge of Microsoft Office, Teams, Slack, SharePoint, OneDrive, Microsoft Azure, Office 365 – and Google / GSuite.

Ability to work at pace, establish the vision, drive change, and deliver results.

Ability to facilitate across teams.

Personal qualities

Transparent

Problem-solving and getting things done

Ability to work well within a globally diverse team.

Stay calm under pressure

Self-starter

Ability to self-manage and stay on task

Excellent verbal and written communication skills – both with internal teams and with customers.

Service-minded

Minimum education

Any Bachelor’s degree with relevant IT Support experience.

Any relevant certification focused on continual improvement and growth will be recognized.

Additional Notes:
This role would require flexibility working in India hours with the local team at the Bangalore office and UK hours as directed by your supervisor.

Ability to be on call supporting customers based on their needs keeping time differences in mind.

Working with us:
Operating across the globe including Europe, Australia, North America, and Southeast Asia, we’re passionate about being the best and pride ourselves on the unique and diverse range of holiday experiences we offer our customers.

Join us and in return, you’ll be rewarded with:
Competitive salary

Bonus scheme

Flexible working hours and a hybrid working model

Wider scope for learning, working with teams across the globe

Career progression opportunities