01/29/2026 updated
100 % available
Senior Technical Lead - Global Service Desk and Incident Management
Mumbai, India
Only remote
Mumbai University Entire EconomicsTechnical SupportBusiness ContinuityBusiness Process ImprovementChange ManagementMortgage LoansDigital Brand EngagementEmail ManagementIncident ResponseIncident ManagementMarket ExposureQuality ManagementSecurity Support Provider InterfaceSoftware EngineeringUser AssistanceSymantec
Incident Management
Expertise in managing major incidents, coordinating resolution efforts, and ensuring business continuity through systematic incident response processes
Change Management
Comprehensive experience in change ticket approval processes, risk assessment, and implementation coordination for production environments
Technical Support Leadership
Proven ability to lead technical support teams, handle escalations, and provide L2 support for complex technical issues across multiple platforms
Service Desk Operations
Extensive experience in global service desk operations, ticket management, and quality assurance processes
Team Leadership
Strong leadership capabilities in managing technical teams, conducting training sessions, and coordinating daily operational activities
Process Improvement
Skills in analyzing and improving operational processes, creating knowledge articles, and implementing best practices
Hardware and Software Support
Technical expertise in desktop hardware setup, software installation, and comprehensive IT infrastructure support
Security Support
Experience in Symantec Security support and handling security-related technical issues
Application Support
Specialized knowledge in mortgage application support and resolving application-related challenges
Expertise in managing major incidents, coordinating resolution efforts, and ensuring business continuity through systematic incident response processes
Change Management
Comprehensive experience in change ticket approval processes, risk assessment, and implementation coordination for production environments
Technical Support Leadership
Proven ability to lead technical support teams, handle escalations, and provide L2 support for complex technical issues across multiple platforms
Service Desk Operations
Extensive experience in global service desk operations, ticket management, and quality assurance processes
Team Leadership
Strong leadership capabilities in managing technical teams, conducting training sessions, and coordinating daily operational activities
Process Improvement
Skills in analyzing and improving operational processes, creating knowledge articles, and implementing best practices
Hardware and Software Support
Technical expertise in desktop hardware setup, software installation, and comprehensive IT infrastructure support
Security Support
Experience in Symantec Security support and handling security-related technical issues
Application Support
Specialized knowledge in mortgage application support and resolving application-related challenges
Experience
Professional experience0 - 5 years
Freelancer since2025
Languages
EnglishFluentHindiFluent
Project history
Working as L2 subject matter expert for 7 years, handling technical assistance, PPM issues, change tickets, escalation calls, team leadership, and incident management responsibilities
Supported 230+ applications under Mortgage Application Support, resolved user challenges, coordinated with associates, and created knowledge articles
Provided first level technical support to internal customers, managed hardware and software inventory, handled escalation calls, and updated knowledge base