Mogi I/O : OTT/Podcast/Short Video Apps for you
Website:
mogiio.com
Job details:
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.
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