INFOPARK

Technical Support Coach

Technical Support Coach
Experience: 4 Years

Position Summary
The Tech Coach plays a pivotal role in elevating the skill set, confidence, and service delivery of our customer-facing support teams. Working within the Learning & Development (L&D) organization, the Tech Coach balances real-time technical guidance in internal support channels with structured quality checks, performance coaching, and documentation maintenance. This role acts as a strategic bridge between support technicians, supervisors, and training staff to ensure standard-setting customer experiences.

Core Responsibilities
1. Support Channel Assistance & Real-Time Guidance
• Provide real-time technical guidance and troubleshooting support in internal help channels.
• Guide technicians through complex or urgent customer issues by breaking down technical concepts and fostering problem-solving skills rather than simply providing direct answers.
• Instill confidence in frontline staff and set a high standard for customer interaction quality.
• Communicate with Operations and Engineering teams when new issues/bugs arise.
2. Quality Checks (QCs) & Performance Validation
• Evaluate technician ticket, chat, and phone interactions against established QA/QC grading rubrics and automated grading checks.
• Perform monthly human verification audits on sample cases to maintain grading accuracy and calibrate evaluation systems.
• Conduct targeted manual case reviews for agents to isolate root causes and build remediation plans.
• Provide clear and useful feedback for administrators to improve customer service.
3. Supervisory Communication & Feedback
• Partner directly with leaders to deliver structured feedback, actionable performance insights, and trend analysis.
• Communicate both performance deficiencies and team accolades to leaders to aid in employee development and recognition.
• Participate in leadership syncs to align coaching priorities with team performance metrics.
4. Internal Documentation Management
• Draft, update, and maintain internal documentation articles to maintain brand consistency and availability of information.
• Identify missing or outdated documentation standard operating procedures during ticket reviews and update relevant sources.
5. Onboarding & Technical Mentorship
• Assist with training, onboarding, and mentoring new technical hires as they transition onto active shifts.
• Serve as an approachable point of contact for new technicians during their early tenure to accelerate time-to-productivity.
6. Level-Up & Career Progression Program Management
• Drive technical advancement initiatives (e.g., Level 1 to Level 2/3 progression) by designing targeted coaching plans.
• Conduct 1-on-1 coaching sessions to address skill gaps, refine soft skills, and improve technical execution.
7. Training Collaboration & Knowledge Gap Analysis
• Track recurring technical issues, error patterns, and support trends across shifts.
• Provide feedback and data insights to Trainers regarding widespread knowledge gaps to inform future training modules, team PSAs, and curriculum updates.

Required Qualifications & Skills
• Technical Expertise: Strong proficiency in Web Hosting environments, Linux system administration, and command-line interfaces (CLI).
• Communication & Soft Skills: Mastery of soft skills, with a demonstrated ability to explain complex technical topics in clear, approachable language.
• Coaching Mindset: Friendly, positive, and energetic approach to mentoring peers and helping others succeed.
• Analytical Skills: Ability to review support cases, analyze performance data using rubric criteria, and draw objective conclusions.
• Adaptability: High comfort level working in fast-paced text and chat environments while balancing accuracy with responsiveness.

Preferred Qualifications
• Prior experience in technical coaching, mentoring, training, or QA role.
• Experience with specialized web hosting management tools.
• Familiarity with Salesforce CRM and QA evaluation tools.

To Apply: Send your CV to hr@vipointsolutions.net

Senior Incident Commander

Senior Incident Commander

📍 Location: Kochi
💼 Experience: 5–10+ years in IT Operations / IT Service Management

We’re looking for a decisive and technically credible Incident Commander to take ownership of critical production incidents, drive service restoration, and communicate effectively with customers and senior leadership.

🔹 Key Responsibilities
• Lead P1/P2 major incidents from declaration through recovery and closure.
• Coordinate infrastructure, cloud, networking, application, security, and vendor teams.
• Drive mitigation, rollback, recovery, and escalation decisions.
• Manage stakeholder communication and incident bridges.
• Maintain incident timelines, action plans, escalation paths, and handovers.
• Lead post-incident reviews, root cause analysis, and corrective actions.
• Support Change Control, CAB/ECAB reviews, and operational improvements.

🔹 What You Bring
• 5+ years of relevant experience with substantial major incident ownership.
• Strong knowledge of ITIL, ITSM, Incident, Problem & Change Management.
• Technical understanding of cloud/hosting, Linux/Windows, networking, DNS, databases, web applications, and monitoring.
• Experience with ServiceNow, Jira Service Management, BMC Helix, or equivalent.
• Excellent communication and decision-making skills under pressure.

🔹 Preferred
• ITIL Foundation certification or higher.
• Experience in managed services, hosting, SaaS, or 24×7 environments.
• Familiarity with observability, incident automation, and SRE practices.

📩 To Apply: Send your CV to hr@vipointsolutions.net.

#Hiring #IncidentCommander #MajorIncidentManagement #ITSM #ITIL #ProblemManagement #ChangeManagement #IncidentCommander

Technical Writer I

Technical Writer I
Experience: 3 Years
Qualification: Bachelor’s degree

About the Role:
The Technical Writer is responsible for preparing articles and other supporting documents to communicate complex and technical information to a diverse internal and public audience.

Responsibilities:
• Work with and learn new technology as it emerges
• Dig deep into web hosting trends and share that knowledge with a diverse audience
• Determine the needs of end users and tailor technical documentation to meet those needs
• Work with technical staff to make products easier to use and thus need fewer instructions
• Write and review documentation for products
• Gather and apply feedback from customers, technicians, and developers
• Revise documents as new products and information emerges
• Ensure technical verbiage is easy to understand by the layperson
• Prepares charts, graphs, or forms to go along with rough drafts
• Adjusts copy to match company style
• Understand how AI consumes and uses documentation on the internet
• Use AI to assist in preparing and revising documentation drafts
• Use project management software to help prioritize incoming work and company projects
• Participate in the incident management process as required to support overall issue resolution and system and/or service restoral as outlined in the Liquid Web Incident Management Process

Qualifications:
• 3 years of experience in technical writing or a related field
• Bachelor’s degree or equivalent experience in English, journalism, technical writing, library science or related field
• Excellent written and oral communication skills, well‐developed problem‐solving skills, and a fine eye for detail
• A passion for web hosting technology
• Knowledge of each of the components of the LAMP and WIMP stacks
• Working knowledge of cPanel/WHM and Plesk
• Basic familiarity with various CMS’s and what they do
• Functional knowledge of Wordpress & HTML
• Strong organization skills and ability to establish priorities
• Ability to move quickly and respond to on-demand projects
• Strong technical savvy, the ability to quickly learn new technology as it becomes available
• High degree of discretion, full awareness of, and sensitivity to all Intellectual Property matters, documents and communications

To Apply: Send your CV to hr@vipointsolutions.net.