ERP Support Team Lead

5 days ago

Madurai, Tamil Nadu, India beBeeTeamLead Full time ₹ 9,00,000 - ₹ 12,00,000

Role Summary:

A highly motivated and experienced individual is sought after to lead a dynamic team of support engineers. The successful candidate will possess strong domain knowledge of ERP software, particularly in finance modules, as well as excellent communication and collaboration skills.

Key Responsibilities
  • Act as the first point of escalation for resolving complex ERP support queries, guiding and coaching junior engineers to grow and take ownership.
  • Monitor ticket queues to ensure timely response and resolution within established SLAs, promoting a culture of accountability and reliability.
  • Perform root cause analysis of recurring issues, contributing to comprehensive knowledge base documentation and driving continuous improvement initiatives.
  • Collaborate with internal teams to facilitate faster issue resolution and effective bug tracking, fostering a spirit of teamwork and cooperation.
  • Ensure adherence to standard processes, encouraging best practices across the team and promoting a culture of excellence.
  • Plan shift rosters to maintain 24x7 coverage, prioritizing team well-being and balanced workload.
  • Conduct peer reviews, support quality audits, and contribute to continuous improvement initiatives, enhancing overall team performance.
  • Train new team members on product features, tools, support etiquette, and escalation handling, ensuring seamless onboarding and integration.
Required Skills and Qualifications
  • Strong domain understanding of ERP software, especially finance modules (GL, AR, AP, FA, Costing).
  • Good exposure to process manufacturing workflows and their impact on finance functions.
  • Hands-on troubleshooting of ERP issues and understanding of financial business processes.
  • Working knowledge of SQL for data checks, validations, and debugging.
  • Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk, Salesforce Service Cloud).
  • Ability to read and interpret logs or workflow errors and suggest functional/technical fixes.
  • Basic to Intermediate understanding of ERP Configuration.
  • Basic to Intermediate knowledge of Azure Cloud (Monitoring, Infra Awareness).
Preferred Qualifications
  • Experience: 6-9 years of total experience in ERP product support, with at least 1–2 years in a lead/mentorship role.
  • Education: Bachelor's degree in Finance, IT, Computer Science, or a related field.
  • Familiarity with process manufacturing ERP platforms (SAP, Oracle, Infor, Microsoft Dynamics, etc.).
  • ITIL Foundation or equivalent exposure to structured support practices (optional but preferred).

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