QualityKiosk Technologies Pvt. Ltd.
Website:
qualitykiosk.com
Job details:
Company Description
QualityKiosk Technologies, founded in 2000, is one of the world's leading independent Quality Engineering (QE) and digital transformation companies. Specializing in QA automation, performance assurance, intelligent automation, customer experience management, and site reliability engineering, QualityKiosk serves a diverse range of industries including banking, e-commerce, automotive, and telecom. Operating in over 25 countries with more than 3,500 employees, the company empowers global brands to achieve their business transformation goals. Recognized for its innovative and impactful solutions, QualityKiosk has been featured by global advisory firms such as Forrester and Gartner. It has received accolades like the 'Best IT Employer of the Year Award' in 2023 and 'Best Company to Work for' in 2022.
Role Description
As a Shift Lead, you will be responsible for managing end-to-end IT operations during your shift, ensuring seamless monitoring, incident management, and adherence to SLAs. You will lead a team of engineers, act as the first point of escalation, and ensure service stability through proactive monitoring and quick resolution.
Key Responsibilities
• Lead and manage 24x7 IT operations shifts, ensuring uninterrupted service delivery
• Drive SLA compliance across incident response, resolution, and system uptime
• Oversee APM-based monitoring tools (e.g., Dynatrace, AppDynamics, etc.) for proactive issue detection
• Act as L2/L3 escalation point for critical incidents and outages
• Ensure incident triage, RCA, and problem management are effectively executed
• Collaborate with cross-functional teams (Infra, App, Network, DB) for faster resolution
• Maintain shift handovers, reporting dashboards, and operational documentation
• Continuously improve monitoring coverage, alert quality, and automation opportunities
• Coach and mentor team members to improve operational maturity
Qualifications
- 3 to 5 years of experience in IT operations / production support environments
• Proven experience managing SLA-driven operations in a 24x7 setup
• Strong exposure to APM tools (Dynatrace preferred)
• Solid understanding of incident management frameworks (ITIL)
• Experience in banking / financial services environments is a plus
• Strong analytical, troubleshooting, and decision-making skills
• Excellent stakeholder communication and leadership abilities
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