Technical Support Specialist -Lead

Job Description Technical Support Lead

Job Title: Technical Support Lead
Location: Whitefield, Bengaluru
Working Days: 6 Days
Shift: General Shift
Employment Type: Off-Roll / Contract

Job Summary

We are looking for an experienced Technical Support Lead to lead a team of technical support specialists and oversee enterprise application support. The role will be responsible for managing technical incidents, ensuring SLA adherence, handling escalations, coordinating with internal and external teams, and driving continuous improvement in support operations.

Key Responsibilities

Team Leadership & Operations

• Lead, mentor, and manage a team of technical support specialists.
• Assign and prioritize daily support tickets while ensuring SLA compliance.
• Monitor team performance and identify training and development requirements.
• Conduct performance reviews and promote continuous improvement.
• Act as the primary escalation point for critical and unresolved technical issues.
• Ensure timely resolution and effective communication with stakeholders.

Enterprise Application Support

• Provide technical support for enterprise applications such as SAP, Salesforce, DMS, and PLM systems.
• Troubleshoot SAP modules including MM, PP, SD, and FI/CO, covering workflow failures, integration issues, and user access problems.
• Support Salesforce CRM operations, including user permissions, dashboard issues, data synchronization, and workflow troubleshooting.
• Resolve issues related to Dealer Management Systems (DMS), including dealership portals, vehicle ordering, warranty claims, and spare-parts inventory synchronization.
• Support Product Lifecycle Management (PLM) systems, including CAD integrations, version control, BOM management, and system performance.

Incident & Problem Management

• Monitor ticketing systems such as ServiceNow, Jira, or similar platforms.
• Identify recurring incidents and perform root-cause analysis.
• Coordinate with development teams and external software vendors to resolve complex technical issues.
• Support implementation of patches and system fixes with minimal business disruption.
• Manage communication during major system outages and provide timely updates to stakeholders.

Process Improvement & Documentation

• Develop and maintain SOPs, troubleshooting guides, FAQs, and knowledge-base documents.
• Analyze support metrics and identify opportunities for process and service improvement.
• Monitor team performance and system health.
• Participate in User Acceptance Testing (UAT) for system upgrades and new feature releases.

Candidate Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.

• Minimum 5 years of experience in IT Technical Support, preferably in manufacturing or automotive environments.

• Minimum 3 years of experience in a Team Lead, Supervisory, or Senior Escalation role.

• Hands-on experience with at least two of the following:

• SAP / ERP

• Salesforce / CRM

• PLM systems such as Siemens Teamcenter, PTC Windchill, or Dassault Systmes

• Automotive Dealer Management Systems (DMS)

• Good understanding of API integrations and data flow between enterprise applications.

• Knowledge of ITIL frameworks, particularly Incident, Problem, and Change Management.

• Experience with ticketing/service desk tools such as ServiceNow, Zendesk, or Jira Service Management.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to handle critical incidents and work effectively under pressure.

• Excellent written and verbal communication skills.

• Ability to explain technical issues clearly to non-technical users.

• Strong team-management and stakeholder-management skills.

Key Skills / Keywords

Technical Support | IT Support | Technical Support Lead | Team Lead | ITIL | Incident Management | Problem Management | Change Management | SAP | Salesforce | ERP | CRM | PLM | DMS | ServiceNow | Jira | API Integration | Root Cause Analysis | SLA Management | Escalation Management | UAT | Knowledge Management | Team Management | Troubleshooting