Company Description:
About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results
Job Description:
Role Overview
The Team Lead will manage a distributed team of Tier-1 analysts supporting the Everest CMS platform for US-based automotive dealers. This role ensures SLA adherence, quality of updates, shift planning for CST alignment, and smooth coordination with the client’s internal teams. The Team Lead will also oversee onboarding, documentation, quality control, and continuous improvement initiatives.
Key Responsibilities
1. Team Management & Operations
- Oversee a team of L1 support analysts delivering Tier-1 support for the Everest CMS platform.
- Manage shift schedules to ensure 9 AM–7 PM CST weekday coverage.
- Allocate daily ticket volumes and monitor workload balancing.
- Conduct daily standups, weekly performance reviews, and SLA/OLA reporting.
- Serve as the primary escalation point for L1 team issues before passing to client’s L2/L3 teams.
2. SLA & Quality Assurance
- Ensure all tickets meet the 2–3 hour response SLA.
- Perform random QA checks on HTML/CSS updates, dashboard changes, and Gearbox configurations.
- Maintain process discipline, SOP updates, and version control for knowledge base.
- Proactively identify recurring issues and suggest improvements.
3. Transition & Knowledge Management
- Lead 90-day transition plan including:
- Knowledge absorption from current BAU team
- SOP creation and improvement
- Shadowing and reverse-shadowing stages
- Maintain documentation for templates, brand rules, and integration flows.
4. Client Management
- Act as the primary point of contact for client stakeholders.
- Provide weekly reports: ticket metrics, SLA performance, red flags, and improvement proposals.
- Collaborate with client teams on holiday coverage expectations and scope clarifications.
- Maintain alignment with client’s operational guidelines (e.g., HubSpot usage rules).
5. Technical Guidance
-
- LAMP Stack & PHP knowledge
- HTML/CSS at a moderate level
- Gearbox configuration workflows
- Provide on-the-job coaching to L1 analysts.
Qualifications:
Required Skills & Qualifications
Technical Skills
- Strong hands-on ability with HTML, CSS, and template-driven platform management.
- Working knowledge of PHP, LAMP for reviewing and guiding minor updates.
- Experience using any CMS platforms, ticketing tools, or support systems (HubSpot preferred).
Management & Soft Skills
- Excellent communication and client-facing abilities.
- Strong attention to detail and process adherence.
- Experience managing offshore/remote teams.
- Ability to analyze data and produce SLA and quality reports.
- Capability to balance high-volume, low-complexity operations.
Experience
- 4–8 years of IT support / web support experience.
- Minimum 1–2 years in a team lead or senior analyst role.
- Experience in Managed Services / 24×7 or CST-aligned support is a plus.
Work Model
- Fully remote, India-based team.
- Oversee operations covering 9 AM–7 PM CST (Mon–Fri).
- VPN access and secure environment compliance.
Success Criteria
- Smooth 90-day transition with minimal SLA disruption.
- High quality output across templates and brand requirements.
- High team morale and low attrition in repetitive-support work.
- Strong client satisfaction through responsiveness and transparency
Additional Information:
All your information will be kept confidential according to EEO guidelines.
