Team Leader – Tier 1 and Tier 2 Backend Support – AI-Powered Detection – Kolkata
Looking for Team Leader jobs in Kolkata where your operational judgment and shift management skills truly matter? Fusion CX is hiring a Team Leader to support Tier 1 and Tier 2 backend operations. This role is ideal for someone who thrives in a fast-paced support environment and can coordinate reporting, coverage, and backlog management with accuracy and ownership.
Job Description:
As a Team Leader for Backend Support, you will oversee daily shift coverage, performance checks, backlog tracking, and workflow coordination across internal systems. You will work closely with leadership to maintain service continuity and ensure timely updates across operational tools.
Key Responsibilities
- Ensure proper shift coverage for T1 and T2 teams.
- Post Beginning of Day (BOD) and End of Day (EOD) reports in Slack.
- Use the delegated application to review performance and take necessary actions.
- Monitor and report backlog or potential backlog for T1 and T2 to leadership via Slack.
- Create action steps and assign additional coverage during periods of backlog.
- Report issues through the delegated application.
- Monitor Jira boards for seasonality changes and adjust shift coverage as needed.
Job Requirements:
- Graduation required.
- Experience in backend coordination, shift management, or operations preferred.
- Strong analytical skills with the ability to interpret data and trigger timely actions.
- Familiarity with Slack, Metabase, Jira, and PagerDuty is an advantage.
- Strong communication, accountability, and ownership in day-to-day operations.
- Work from Office requirement: Kolkata.
Why Join Fusion CX?
At Fusion CX, you will work in a structured operations environment where accuracy, clarity, and consistency drive performance.
- Opportunity to lead critical backend support functions.
- Access to advanced tools and real-time operational workflows.
- A collaborative culture focused on learning and leadership development.
- Clear progression paths in operations management.
If you’re searching for backend operations jobs in Kolkata or Team Leader opportunities in a growing CX environment, apply now and take the next step with Fusion CX.