Robotics-Team Lead/Supervisor

About the Role

Awign is building a dedicated Customer Excellence Center (CEC) for a leading global Robotics Automation company that manufactures and deploys Autonomous Mobile Robot (AMR) fleets across warehouses, manufacturing facilities, and logistics operations in the United States.

We are looking for a hands-on Robotics Operations Team Lead / Supervisor to anchor the 24x7 operations team in Bangalore. This role sits at the intersection of people leadership, technical support operations, incident management, and client governance. You will own day-to-day delivery, drive SLA adherence, coach L1 associates, and act as the primary escalation point before issues go to the client's engineering team.

This is not a generic team lead role. You will be managing a technically demanding support operation in a fast-paced robotics environment where production uptime directly impacts the client's enterprise customers. A strong troubleshooting mindset, clear communication, and structured operational discipline are essential.

Key Responsibilities

1.  Operations Management

• Lead and manage day-to-day operations of the 24x7 Robotics Customer Excellence Center
• Ensure seamless shift coverage across Morning, Afternoon, and Night shifts with zero gap in support
• Monitor Zendesk ticket queues, PagerDuty alerts, Slack channels, and robot fleet dashboards in real time
• Drive SLA adherence across all priority levels (P1–P3) and maintain operational efficiency
• Own shift handover processes — ensure every open ticket is documented with status and next action before shift change
• Track and report on key operational metrics: ticket volumes, resolution rates, escalation rates, and response times

2.  Incident & Escalation Management

• Serve as the first escalation point for all L1 associates — own complex and high-priority incidents
• Manage P1/P2 incidents impacting customer robot operations with urgency and structured communication
• Coordinate directly with the client's L2/L3 engineering and field service teams for hardware and software escalations
• Ensure P1 status updates are communicated to customers every 15 minutes until resolution
• Review and approve escalations before they are raised to the client — reduce unnecessary escalations through coaching
• Maintain an escalation log and conduct post-incident reviews to identify process improvements

3.  Team Leadership & People Management

• Manage, coach, and develop 3–5 L1 Robotics Operations Support Associates in the initial phase
• Conduct regular one-on-one check-ins, team huddles, and structured performance reviews
• Identify skill gaps and coordinate targeted training with the client's product and training teams
• Drive team engagement, attendance adherence, and maintain a low-attrition environment
• Build and manage shift rosters and rotational weekly off schedules, planned monthly
• Act as the first point of contact for team HR matters, escalating to the Awign Operations Manager where required

4.  Technical Oversight & Quality

• Review and guide L1 troubleshooting actions before escalation — ensure structured diagnostics are followed
• Support agents on Linux/Ubuntu diagnostics, log analysis, dashboard interpretation, and connectivity checks
• Conduct ticket quality audits against defined rubrics — provide written feedback and coaching to agents
• Ensure SOP and knowledge base compliance across all agents and shifts
• Identify recurring incident patterns and flag them for the client for knowledge base updates or product fixes

5.  Reporting & Client Governance

• Prepare and deliver daily operational summaries, weekly performance reports, and monthly governance reports
• Participate in weekly governance calls with the client's operations team — present SLA data, incident trends, and improvement actions
• Track team productivity, quality scores, and SLA metrics — maintain a live operational dashboard
• Drive continuous improvement initiatives and document process changes formally
• Represent the CEC in monthly leadership reviews with Awign and client management

Technical Skills

Must-HaveGood to HaveLinux / Ubuntu — file system, process management, basic adminCommand-line operations and log file analysisIncident management and structured troubleshootingTicketing platforms (Zendesk, Freshdesk, or equivalent)Monitoring dashboard interpretationSlack and email-based team coordinationSOP creation and knowledge base managementGrafana / Kibana — monitoring and log visualisationPagerDuty — alert management and on-call workflowsJira / ServiceNow — project and service managementNOC or Control Centre operations experienceExposure to IoT, robotics, or industrial automation environmentsWindows Subsystem for Linux (WSL)SaaS or cloud-based support environments