India Monitoring Team Lead - Monitoring Command Centre

About the role

We are hiring an India Monitoring Team Lead to manage day-to-day operations of our 24/7 Monitoring Command Centre.

This role is responsible for rota planning, quality control, handovers, and first-level validation of monitoring escalations. You will lead a team of analysts working across night, weekend, and holiday shifts.

This is an operational leadership role, not an insights role.

What you will do

• Lead and support a team of media and social monitoring analysts
• Design and manage 24/7 rotas and shift coverage
• Ensure consistent application of monitoring and escalation SOPs
• Review flagged issues before escalation to senior management
• Maintain clear shift handovers and documentation
• Perform quality checks on monitoring outputs and reports
• Support onboarding and training of new analysts
• Act as the first point of escalation for analysts on shift
• Work closely with Operations and the Senior Escalation Manager