Lead Engineer I- Innovation

Withum is a place where talent thrives - where who you are matters. It’s a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results. Withum empowers clients and our professional staff with innovative tools and solutions to address their accounting, tax and overall business management and operational needs. As a US nationally ranked Top 25 firm, we recruit only the best and brightest people with a genuine passion for the business. The Innovation team is seeking a Lead Product Engineer based out of our Bangalore Office location. The Senior Engineer is responsible for driving the technical strategy and vision for the team, valuing simplicity and willing to challenge technical constraints and procedures to achieve Agile design. A good Senior Engineer is keen to get their hands dirty, actively helping the team solve the biggest problems. This individual is an executor as well as the visionary force behind the technical solution. They are responsible to ensure the technical implementation is in compliant with the Architecture solution. Withum has become synonymous with teamwork and client service excellence. The cornerstone of 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 help our clients grow and thrive. But our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities. How You'll Spend Your Time: • Overseeing 24/7 Support Operations: Manage day-to-day product support activities to ensure continuous, high-quality support coverage around the clock. This includes scheduling and supervising a team that operates in shifts to provide seamless support for users globally. • Incident & Problem Management: Monitor incoming support tickets via the IT Service Management system (e.g., ServiceNow) and ensure timely triage, assignment, and resolution of incidents. Coordinate root cause analysis for critical or recurring issues and drive problem management efforts to prevent future incidents, in line with ITIL best practices. • Team Leadership & Mentoring: Lead a team of support engineers and specialists, providing guidance, training, and performance management. Foster a culture of excellence, accountability, and continuous improvement within the support team. Encourage knowledge sharing and professional development to build a high-performing support unit. • Vendor Coordination: Collaborate with third-party Application Development vendors and service providers involved in product support. Escalate issues to vendor support as needed and ensure vendors meet their service obligations and Service Level Agreements (SLAs). Maintain clear communication and strong relationships with vendors to expedite problem resolution. • ServiceNow Administration: Leverage the ServiceNow platform to track incidents, changes, and service 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 for support (e.g., first response time, mean time to resolution, system uptime). Regularly report on support metrics and trends to stakeholders, using data to identify areas for improvement and to recognize outstanding performance. • Process Improvement: Develop, document, and refine support processes and Standard Operating Procedures (SOPs) in line with ITIL or similar frameworks. Implement improvements such as faster escalation protocols, a robust knowledge base for common issues, and feedback loops with the development team to influence product quality and reliability. • Collaboration with Product Teams: Work closely with Innovation product development teams to stay 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-priority client issues. Communicate clearly and professionally with internal stakeholders (and clients, if applicable) during incidents, providing regular status updates and post-incident reports. Manage expectations and maintain confidence through effective communication during outages or service disruptions. • Knowledge Management: Oversee the creation and maintenance of support documentation, RACI charts, FAQs, and a knowledge base. Ensure the support team documents solutions for known 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 troubleshooting guides. • Continuous Learning & Training: Stay up to date with the latest trends in IT support, customer service, 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 & IT Experience will not be considered)• Microsoft Azure & Power Apps certification • Experience with Azure Development such as Azure Functions, Logic Apps, Application Services • Work in an agile environment and participate in all agile ceremonies. • Strong personal and communication skills both written and verbal; ability to develop relationships 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 completed deliverables to ensure effective deployment and usability. • Drives alignment and consensus across interdependent teams and assists Tech Lead in complex technical solutions to problems. • Shift Structure: Rotational shifts to support 24×7 operations. Website: Withum 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, genetic information, disability or because he or she is a protected veteran