Robotics-Team Lead/Supervisor Full Time NEW

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 24×7 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

• Operations Management

Lead and manage day-to-day operations of the 24×7 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

• 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

• 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

• 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

• 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