Support Lead

The core responsibilities for the job include the following:

Team Leadership and People Management:

• Lead, mentor, and manage a team of L1, L2, and L3 support engineers.
• Drive team performance through regular reviews, coaching, and skill development initiatives.
• Plan team capacity, shift schedules, resource allocation, and workload balancing.
• Foster a culture of accountability, collaboration, and customer-centricity.
• Conduct performance evaluations and support career development planning.

Service Delivery and Support Operations:

• Ensure timely resolution of incidents, service requests, and escalations within agreed SLAs.
• Own end-to-end support delivery for HRTech applications and platforms.
• Monitor support metrics, ticket queues, response times, and resolution effectiveness.
• Manage critical incidents and coordinate cross-functional teams for rapid resolution.
• Establish and maintain support governance frameworks and operational excellence.

Client and Stakeholder Management:

• Act as the primary escalation point for key customers and internal stakeholders.
• Build strong relationships with customers by ensuring high-quality support experiences.
• Conduct regular service reviews and provide operational updates to stakeholders.
• Drive customer satisfaction through proactive communication and issue management.

Technical and Platform Support:

• Provide advanced troubleshooting support for application, database, and infrastructure-related issues.
• Analyze recurring incidents and implement permanent corrective actions.
• Support application deployments, upgrades, and production releases.
• Leverage SQL, cloud technologies, and monitoring tools to diagnose and resolve complex issues.
• Collaborate with Product, Engineering, DevOps, and QA teams to improve product stability.

Process Improvement and Governance:

• Drive adoption of ITIL-based support processes and best practices.
• Develop and maintain SOPs, runbooks, knowledge repositories, and support documentation.
• Identify automation opportunities to improve efficiency and reduce manual effort.
• Monitor service performance trends and implement continuous improvement initiatives.
• Ensure compliance with internal controls, audit requirements, and security standards.

Reporting and Analytics:

• Track and report KPIs such as SLA adherence, MTTR, ticket backlog, customer satisfaction, and incident trends.
• Prepare management dashboards and executive summaries.
• Provide insights and recommendations to improve operational performance and customer experience.

Requirements:

• Bachelor's degree in computer science, information technology, engineering, or a related field.
• 6+ years of experience in application/product support, with at least 2+ years of team management experience.
• Strong experience managing support operations in a SaaS, HRTech, ERP, or enterprise application environment.
• Proven experience handling customer escalations and stakeholder management.
• Strong understanding of ITIL processes, including incident, problem, change, and service management.
• Hands-on experience with SQL query writing, database troubleshooting, and log analysis.
• Experience working with cloud platforms such as AWS.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.