Onsite Technology Support Team Leader

Onsite Technology Support Team Leader

Location:

Bengaluru, Karnataka, India

Job ID:

R0127748

Date Posted:

2026-04-28

Company Name:

HITACHI ENERGY TECHNOLOGY SERVICES PRIVATE LIMITED

Profession (Job Category):

IT, Telecom & Internet

Job Schedule: 

Full time

Remote:

No

Job Description:

The opportunity:
In your role as the OSS Coordinator, your responsibilities will encompass hiring and onboarding OSS specialists at various Hitachi Energy locations. You'll oversee the induction processes and ensure that training materials are current. Additionally, you will take charge of more intricate incidents and cases to provide support to the OSS team. As a Single Point of Contact (SPOC), you'll also liaise with other products and support groups as part of our incident management process.

How you’ll make an impact:

• Supervises and manages the functional oversight of designated OSS specialists, including both internal and external team members.​
• Develops, maintains, and publishes relevant OSS knowledge articles within the SNOW platform.​
• Ensures site-related communications are kept up to date, such as pIT-Stop, organizational charts, and announcements.​
• Oversee resource planning and management tasks, including managing absence calendars, backfills, leaves, events, and dispatching site coverage.​
• Gathers critical information concerning OSS operations, including the latest technological developments, communicating with wider team.​
• Identifies issues and proposes service improvements to OSS Regional Managers.​
• Actively participates in resolving complex problems and major incidents as part of incident management.​
• Coordinates resources to support off-site meetings and events, particularly those occurring outside regular working hours.​
• Monitors the workload of OSS engineers and adjust resource allocation as required.​
• Monitors and manages OSS assignment groups within the ServiceNow platform.​
• Provides a monthly summary of service performance, including highlights, lowlights, ticket summaries, key performance indicators (KPIs), and prolonged tickets.​
• Distributes information to OSS engineers from other departments within the organization.​
• Ensures compliance with Health & Safety requirements, ethical standards, code of conduct, and moral principles.​
• Verifies that the necessary IT equipment, tools and access permissions are provided to OSS engineers.​
• Recommend and implement measures to improve operations and customer service. 
• Responsible for ensuring compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy’s core values safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• Should have bachelor’s degree or formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.​
• Must have 5 years of professional experience in IT support, with a track record of leading and managing teams of at least five individuals for a minimum of 2 years.​
• Holds a valid ITIL certification​.
• bring an outstanding customer service orientation as well as proven interpersonal and communication skills​
• Experience in process management improvement in a technical environment.
• Legal authorization to work in applied location is required. We will not sponsor individuals for employment visas now or in the future for this role.
• Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language.
• Proficiency in both spoken & written English language is required.

Accessibility and reasonable accommodation

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response.

Use of Al and automated tools in recruitment

As part of our recruitment process, Hitachi Energy uses digital and automated tools, including Al-supported solutions, to assist with activities such as application screening, job matching, and interview scheduling. These tools are designed to support our recruiters and do not replace human decision-making. Candidate data is processed in accordance with applicable data protection and employment laws as well as Hitachi's Global Data Privacy Notice.

Background Screening and Security Checks

As part of the hiring process, Hitachi Energy conducts pre-employment background checks that may include verification of employment history, education, criminal records, and other relevant information, in accordance with applicable laws.

For certain roles—particularly those involving access to sensitive information, financial responsibilities, client data, regulated environments, or security-sensitive functions—additional or more comprehensive background or security screenings may be required. These may include, but are not limited to, enhanced criminal history checks, credit history reviews (where legally permissible), sanctions screening, or other due diligence measures aligned with the responsibilities of the position.

The scope and depth of any background or security review will be determined based on the nature of the role and business necessity, and will always be conducted in compliance with applicable federal, state, and local laws. Candidates will be notified and, where required, asked to provide consent prior to the initiation of any such checks.

Experience Level

Senior Level