Job Title: Team Lead – Support (Night Shift)
Location: Mumbai
Shift: Night Shift
Experience Required: 5–8 Years
We are looking for an experienced Team Lead – Support (Night Shift) to manage and guide a technical/customer support team, ensure smooth night operations, and maintain high service quality standards. The role involves team supervision, incident management, stakeholder coordination, and performance monitoring.
Roles and Responsibilities:
- Lead and manage end-to-end night shift support operations for ERP, Web, and Data across US business hours.
- Act as the primary escalation point for P1/P2 incidents, ensuring timely resolution and effective client communication.
- Monitor SLA adherence, ticket queues, and team productivity metrics to ensure operational excellence.
- Provide hands-on technical support for complex Microsoft Dynamics 365 Business Central and web platform issues.
- Coordinate structured handovers with the day shift team to ensure seamless continuity.
- Participate in client calls, weekly reviews, and operational performance discussions.
- Develop and maintain support documentation, SOPs, and knowledge repositories.
- Train, mentor, and cross-train team members to ensure multi-skill coverage and redundancy.
- Collaborate with development and infrastructure teams for critical escalations.
- Drive continuous improvement in support processes, tools, and response frameworks.
Education, Training, Skills and Experience Requirements:
- Bachelor's degree in Engineering, Computer Science, IT, or related field.
- Strong hands-on experience with Microsoft Dynamics 365 Business Central.
- Working knowledge of B2B eCommerce platforms and web support environments.
- Experience managing support operations and leading teams during high-pressure situations.
- Strong client communication and stakeholder management skills.
- Experience working with ticketing systems and SLA-driven environments.
- Proven ability to manage escalations and make timely operational decisions.
Apply here: https://forms.gle/GbufMHBUo75ocSVn6
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