Team Lead, App Support

Team Lead, App Support

Job Description:

Position Summary

Pentair seeks a Team Lead – App Support for IoT projects in the Smart Products & IoT Strategic Innovation Centre, India. This senior hands-on leadership role manages a team of about 10 support engineers, owns end-to-end mobile and web application support, and drives customer experience excellence and continuous improvement through automation and AI. The Lead partners with mid-management on KPI reporting, operational health and team performance.

Key Responsibilities

·       Team Leadership: Lead and mentor engineers across 24x7 shifts, covering workload balance, shift coverage, queue management, 1:1s, performance reviews, conflict resolution and onboarding; foster ownership and accountability.

·       Customer Experience: Own end-to-end CX across Play Store, App Store, in-app feedback and email; ensure timely, empathetic responses; lead critical escalation bridge calls as senior point of contact; partner with Marketing on customer delight, launch readiness and app-store reputation.

·       Application Support: Oversee triage, prioritization, routing and closure of issues from Play Store, App Store, in-app feedback and web channels; ensure SLA adherence; guide log analysis, bug identification and Jira/service desk ticketing; support AWS platform issue triage.

·       KPI Reporting & Governance: Own weekly, monthly and quarterly KPI reporting to mid-management (SLA response/resolution, app ratings and review trends, ticket volume, backlog aging, reopen/escalation rates, productivity and quality); maintain dashboards and present trends with actionable recommendations.

·       Innovation & Automation: Identify and implement automation; drive AI adoption (ticket triaging, sentiment analysis, smart routing, auto-responses); maintain SOPs, runbooks, escalation matrices and the knowledge base; encourage a growth and innovation mindset.

Qualifications – Mandatory

·       BCA/MCA, B.Sc. IT, any Bachelor's + MBA, or B.Tech (any discipline).

·       6–8+ years in managed services/application support (mobile & web), including 3+ years of hands-on Mobile App Support.

·       2+ years leading support teams (8–12 preferred), including work allocation, shift and performance management.

·       Proven track record in customer satisfaction and in KPI reporting/operational reviews with mid/senior management.

·       Strong conflict management and interpersonal skills; experience with US-based customers and time zones is a strong plus.

Qualifications – Preferred

·       Degree in Electrical/Software/Computer Engineering, Computer Science or related field; basic understanding of IoT products.

·       App review tools, AI tools in support (ticket classification, chatbots, NLP auto-responses, sentiment analysis).

·       Jira Software/Service Management, New Relic, AWS CloudWatch; ITIL certification; L2 support experience; IoT operations at scale (500,000+ devices).

Skills & Abilities

·       Customer obsessed; data-driven reporting; people leader (team of 10+); innovation champion with an AI-forward mindset.

·       Excellent verbal and written communication for customers and leadership; calm and decisive under pressure; flexible for a 24x7 shift environment.

·       Process-oriented (SOPs, governance); self-driven with ownership; entrepreneurial, stays current on technology and proactively adopts new tools.

About Us

At Pentair, we believe the health of our world depends on reliable access to clean water. We deliver smart, sustainable water solutions to homes, businesses and industry worldwide. From approximately 130 locations in 34 countries, Pentair's 10,000 employees are united in our belief that the future of water depends on us. www.pentair.com

Equal Opportunity Employer

Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.

Experience Level

Senior Level