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Team Lead- Support (Night Shift) Mumbai
Work timings: 7pm-4am or 8pm -5am
Hybrid from the office.
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:
Mandatory Skills
Bachelor’s degree in Engineering, Computer Science, IT, or related field.
Has 5+ years of experience leading and managing end-to-end night shift support operations for ERP for US clients/Region.
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.
If you meet the requirements outlined in the job description and are interested in this opportunity, please email your resume to sandesh@amrapalisolutions.in, mentioning your current CTC, expected CTC, and Notice Period.
