Lead Engineer I- Innovation

Withum is a place where talent thrives - where who you are matters. It’s a place of endlessopportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equalsexponential results. Withum empowers clients and our professional staff with innovative toolsand solutions to address their accounting, tax and overall business management and operationalneeds. As a US nationally ranked Top 25 firm, we recruit only the best and brightest people with agenuine passion for the business.The Innovation team is seeking a Lead Product Engineer based out of our Bangalore Officelocation. The Senior Engineer is responsible for driving the technical strategy and vision for theteam, valuing simplicity and willing to challenge technical constraints and procedures to achieveAgile design. A good Senior Engineer is keen to get their hands dirty, actively helping the teamsolve the biggest problems. This individual is an executor as well as the visionary force behind thetechnical solution. They are responsible to ensure the technical implementation is in compliantwith the Architecture solution.Withum has become synonymous with teamwork and client service excellence. The cornerstoneof our success can truly be accredited to the dedicated professionals who work here every day,easy to work with a sense of purpose and caring for their co-workers and whose mission is to helpour clients grow and thrive. But our commitment goes beyond our clients as we continue to livethe Withum Way, promoting personal and professional growth for all team members, clients, andsurrounding communities.How You'll Spend Your Time:• Overseeing 24/7 Support Operations: Manage day-to-day product support activities to ensurecontinuous, high-quality support coverage around the clock. This includes scheduling andsupervising a team that operates in shifts to provide seamless support for users globally.• Incident & Problem Management: Monitor incoming support tickets via the IT ServiceManagement system (e.g., ServiceNow) and ensure timely triage, assignment, and resolution ofincidents. Coordinate root cause analysis for critical or recurring issues and drive problemmanagement efforts to prevent future incidents, in line with ITIL best practices.• Team Leadership & Mentoring: Lead a team of support engineers and specialists, providingguidance, training, and performance management. Foster a culture of excellence, accountability,and continuous improvement within the support team. Encourage knowledge sharing andprofessional development to build a high-performing support unit.• Vendor Coordination: Collaborate with third-party Application Development vendors andservice providers involved in product support. Escalate issues to vendor support as needed andensure vendors meet their service obligations and Service Level Agreements (SLAs). Maintainclear communication and strong relationships with vendors to expedite problem resolution.• ServiceNow Administration: Leverage the ServiceNow platform to track incidents, changes, andservice requests. Ensure the support team follows best practices in ticket documentation,categorization, and closure.• SLA Monitoring & Reporting: Define and monitor Key Performance Indicators (KPIs) and SLAs forsupport (e.g., first response time, mean time to resolution, system uptime). Regularly report onsupport metrics and trends to stakeholders, using data to identify areas for improvement and torecognize outstanding performance.• Process Improvement: Develop, document, and refine support processes and StandardOperating Procedures (SOPs) in line with ITIL or similar frameworks. Implement improvementssuch as faster escalation protocols, a robust knowledge base for common issues, and feedbackloops with the development team to influence product quality and reliability.• Collaboration with Product Teams: Work closely with Innovation product development teams tostay informed about new releases, features, and changes. Ensure the support team is prepared(through training or updated documentation) to support new product updates.• Stakeholder Communication: Act as a point of escalation for major incidents or high-priorityclient issues. Communicate clearly and professionally with internal stakeholders (and clients, ifapplicable) during incidents, providing regular status updates and post-incident reports. Manageexpectations and maintain confidence through effective communication during outages or servicedisruptions.• Knowledge Management: Oversee the creation and maintenance of support documentation,RACI charts, FAQs, and a knowledge base. Ensure the support team documents solutions forknown issues and that this knowledge is easily accessible to team members and end-users.Promote self-service where possible by publishing helpful articles or automated troubleshootingguides.• Continuous Learning & Training: Stay up to date with the latest trends in IT support, customerservice, and ITSM technologies. Conduct regular training sessions or drills for the support team(e.g., on new ServiceNow features, security practices, or updated support processes).Requirements• Required Education Level: Bachelor’s degree or higher required in Computer Science,Information Technology, Management Information Systems, or equivalent experience.• Required Years of Experience: 8-10 years’ experience preferred (Product support & ITExperience will not be considered)• Microsoft Azure & Power Apps certification• Experience with Azure Development such as Azure Functions, Logic Apps, ApplicationServices• Work in an agile environment and participate in all agile ceremonies.• Strong personal and communication skills both written and verbal; ability to developrelationships with all stakeholders.• Exhibits willingness to try new ideas, even when different that status quo.• Excellent attention to detail; ability to multitask and adapt to shifting needs and priorities.• Able to learn and adapt to new and complex procedures quickly.• Promotes team health, spirit, and camaraderie.• Complete timely, work items and document project deliverables, and test completeddeliverables to ensure effective deployment and usability.• Drives alignment and consensus across interdependent teams and assists Tech Lead incomplex technical solutions to problems.• Shift Structure: Rotational shifts to support 24×7 operations.Website: www.withum.comWithum will not discriminate against any employee or applicant for employment because of race,color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, geneticinformation, disability or because he or she is a protected veteran