Team Lead Technical Support - Night Shift

Website: yoitconsulting.com
Job details:
Experience: 5 - 8 Years

Location- Mumbai

Must Have

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.

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

• Bachelor’s degree in Engineering, Computer Science, IT, or related field.
• 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.

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