
Recruitment and Coordinations
Title: Associate Consultant – Recruitment and co-ordinations
Reporting to: Head of Business
Location: Bangalore
About Us
Think Taank Consultants a franchisee unit of Antal International Networks is a recruitment firm with focus in Mid, Senior and Leadership level hiring based in Bangalore,
Support by Antal:
We are supported by our brand “Antal”, Antal trains us in handling all the nuances in recruitment.
Log into: http://www.antal.com">www.antal.com for more details.
Our strength – Networking
We are a large network of 30plus offices PAN India with over 200+ consultants working on both IT and Non-IT roles
Job Description
Broadly there are 2 major activities:
Recruitment and co-ordinations
Office Administration
Recruitment and co-ordinations
Managing Freelance Consultants / Network partners on end-to-end recruitment activities.
Client co-ordinations – Recruitments and strengthening business relations.
Manage the entire recruitment activity:
Once you have a JD, evaluate / qualify every requirement, understand the client’s expectations completely.
Distribute the requirements to relevant consultants and partners.
Receive the profiles from consultants, evaluate and share it to clients.
Handle end to end recruitment co-ordinations between clients and consultants.
Take control of all prospective candidates during the 2nd and final stage Interviews and understand their keenness and have backup plans accordingly.
Stay in touch with offered candidates till such time they Join.
Evaluate the running mandates and take appropriate decisions – STOP / HOLD / CONTINUE
Ensure you and your team spends time on productive mandates – TIME / VALUE / MONEY
Manage / Motivate / Assist consultants:
You should manage, guide, and assist consultants for functionally smoothly.
Motive the consultants to earn attractive Incentives.
Evaluate the consultant’s basis their performance, commitments, quality of work, etc.,
Coordinate with BD team:
You will coordinate with BD team / Account head in case of any help to address any client related issues, work jointly as a team and resolve.
Admin. / Backend work:
Maintain all reports and data on all recruitment related activities of the office.
*Daily / weekly / monthly reports of all consultants
*Performance reports of all consultants
*Data base of all roles worked (Resumes and excel sheets)
*Data base of clients
*Maintain and Manage all Job portals.
Other activities:
*Sourcing candidates for our office
*Manage and Maintain all Job portals.
*Job posting activities across various portals.
*Preparing formats / templates / presentations.
Measurable Objectives: Your performance will be measured basis on how you plan, guide, manage, maintain data, reports, analysis, etc., - Translate to measurable performance.
Work timing: 9.00am to 6.00pm (Monday to Friday)
Work from home: Considering the current pandemic the work will be from home, in the situation improves, we will have to meet in person once in a week for review meetings.
Work from office: We will evaluate the situations with respect to COVID, have all protocol measures keeping employee safety is key and take a decision, our next evaluation on this would be during the month of October 2021.
Ideal candidate: This role would suit someone who has the following qualities:
- Great Passion to learn
- Excellent communication skills – English vernacular
- Excellent in written communications
- Excellent computer skills – Excel and word
- Basic knowledge on IT skills – Java, Phyton, etc.,
Note: All other necessary trainings will be provided by us.
Learnings - What will you learn?
Industry Knowledge (Across sectors we work)
Hierarchies in the organization & how does an organization function.
Client expectations
Candidate sourcing & Candidate assessments,
Entire Recruitment cycle, challenges in hiring good talent, etc.
Solutions to candidate and client related challenges.

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MANDATORY:
- Strong Technical Support Leader profile
- Must come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)
- 12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teams
- Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams
- Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management
- Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows
- Effectively coordinate with architects and engineering heads
- Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting
- Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms
- Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership
PREFERRED:
- Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industries
ROLES AND RESPONSIBILITIES:
As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.
YOU WILL-
Incident & Ticket Management:
- Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
- Ensure customer issues are responded to and resolved within defined SLAs
- Drive prioritization, root cause resolution, and engineering coordination across product teams
- Personally manage and de-escalate high-severity issues with customers and internal teams
Process & Metrics Ownership:
- Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
- Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
- Establish strong feedback loops to engineering/product based on recurring issues
RCA & Knowledge Management:
- Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
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- Build and maintain a knowledge base to improve internal resolution efficiency
Customer Interaction:
- Engage with enterprise customers on complex or long-running tickets
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- Collaborate with Customer Success and Implementation teams for seamless client experience
Collaboration & Leadership:
- Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
- Build and mentor a lean L3 support team or tiger squads when required
- Drive a culture of accountability, learning, and proactiveness in technical support
IDEAL CANDIDATE:
- 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
- Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
- Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
- Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
- Excellent communication skills—able to speak fluently with both customers and engineers
- Data-driven mindset for reporting, insights, and stakeholder updates
- Experience working in retail tech, ERP, or platform businesses is a big plus
PERKS, BENEFITS AND WORK CULTURE:
- Comprehensive health insurance coverage.
- Excellent rewards and recognition policy.
- Transparent compensation policy with no unnecessary deduction in CTC.
- Annual company off-site and a variety of events, celebrations throughout the year.
- Travelling opportunities between our offices across the country.
- Annual company walkathon & related sporting events.
- Quarterly Coffee with CEO.
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