Team Lead, Traige

TEAM LEAD, TECHNICAL SERVICES

JOB LOCATION : PUNE, INDIA (KHARADI)

WORK MODEL : WORKING FROM OFFICE

We are seeking an experienced and people-focused Team Lead to lead our growing team of Triage Analysts in our Pune hub. This is a hands-on leadership role responsible for developing, mentoring, and managing a team that serves as the frontline for delivery of high-quality vulnerability assessments for our clients. You’ll work cross-functionally with security experts, technical leaders, and operations teams to ensure HackerOne continues to deliver fast, accurate, and efficient triage services to our customers and hacker community.

• Team Management: Lead, coach, and support a team of Triage Analysts, helping them succeed in their roles through regular feedback, career development, and performance management. As this will be a new team, you will also be responsible for assisting in hiring and onboarding. You will set performance goals and conduct regular one-on-one meetings and performance reviews, as well as serve as an escalation point for complex issues, providing guidance and support to resolve challenges.
• Operational Oversight: Ensure daily validation processes are handled accurately, efficiently, and in alignment with SLAs and program requirements. You will also optimize team workflows and processes to improve efficiency and reduce turnaround times.
• Quality Assurance: Monitor report quality, validation accuracy, and procedural compliance across the team; identify trends and areas for improvement. Act as a trusted partner to customers, providing insights into vulnerability reports and resolving triage-related inquiries. Support strategic customer engagements by ensuring the accuracy and timeliness of deliverables.
• Scheduling & Shift Coverage: Flex Hours: You will be required to maintain flexible hours to overlap as needed with leadership in global timezones. This team may, at times, be required to work varying hours across multiple shifts and/or time zones, and will require management and coordination to support continuous coverage.
• Stakeholder Collaboration: Work closely with the broader Triage, Customer Success, and Program Operations teams to ensure seamless coordination of vulnerability reports and escalate blockers when needed.
• Process Improvement: Identify and implement improvements to intake workflows, documentation, and tooling to drive consistency and efficiency.
• Metrics & Reporting: Track key metrics related to intake volume, quality, efficiency, and team performance. Report progress and insights to senior leadership.

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