Support Delivery Lead
2 days ago
We're Hiring: Support Delivery Lead / Manager
The Support Delivery Lead / Manager is responsible for ensuring seamless support delivery operations, focusing on the MES domain, specifically the IN4.0RM (MES) platform. This role demands proactive management of incidents, problem resolution, knowledge management, and continuous service improvement through ITIL-aligned practices. A key expectation is to build and automate knowledge to reduce repetitive tickets, optimize incident trends, and save operational costs.
Location:
Mumbai, India
Work Mode:
Work From Office
Role:
Support Delivery Lead / Manager
Key Responsibilities
Lead daily support operations (L1/L2/L3) with SLA-driven execution for MES systems.
Act as the escalation point for critical support issues; ensure swift resolution and communication.
Collaborate with technical, QA, and business teams for root cause identification and resolution.
Drive RCA processes and follow through on corrective and preventive actions.
Develop and maintain a knowledge base with a focus on automating solutions for recurrent tickets, aiming to reduce incident volumes and support effort.
Lead initiatives for ITSM maturity improvement through CSIP and best practices.
Plan and implement automation solutions that reduce manual intervention and improve MTTA/MTTR.
Monitor KPIs and provide data-driven insights to improve support outcomes.
Train and mentor support team members; ensure knowledge readiness for new rollouts.
Gain and apply end-to-end functional and technical understanding of IN4.0RM (MES).
Qualification
Bachelor's or master's degree in computer science, Information Technology, or related field
10+ years in IT/Application Support, including 2+ years in a leadership capacity
ITIL Foundation Certification – Mandatory
MES domain knowledge is Preferable
Working knowledge or willingness to gain full understanding of IN4.0RM (MES)
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