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Location: Mumbai, India
Experience Required: 5 8 Years
Job Overview
A digital transformation and IT consulting organization delivering technology-driven business solutions. It specializes in enterprise software, eCommerce platforms, AI-enabled solutions, procurement systems, and application development services. The organization helps businesses modernize operations, automate processes, and accelerate digital growth through innovative IT solutions.
Roles & Responsibilities
- Lead and manage end-to-end night shift support operations for ERP, web, and data systems aligned with US business hours.
- Act as the escalation point for critical (P1/P2) incidents, ensuring timely resolution and clear client communication.
- Monitor SLAs, ticket queues, and team performance to maintain operational efficiency.
- Provide hands-on support for complex issues, including Microsoft Dynamics 365 Business Central and web platforms.
- Ensure smooth shift handovers and continuity of operations.
- Participate in client interactions, reviews, and performance discussions.
- Maintain documentation, SOPs, and knowledge bases.
- Train and mentor team members to build multi-skilled support capabilities.
- Collaborate with development and infrastructure teams for escalations.
- Drive continuous improvement in support processes and tools.
Must-Have Skills & Experience
- Bachelor s degree in Engineering, Computer Science, IT, or related field.
- 5+ years of experience in managing end-to-end night shift ERP support operations, preferably for US clients.
- Strong hands-on experience with Microsoft Dynamics 365 Business Central.
- Good understanding of B2B eCommerce platforms and web support environments.
- Experience in SLA-driven support environments, ticketing systems, and incident management.
- Proven experience in managing support teams in high-pressure operations.
- Strong client communication and stakeholder management skills.
- Ability to handle escalations and make quick, effective operational decisions.