Support Lead

Job Summary: We are seeking an experienced Support Lead with strong finance domain knowledge to lead our technical support team. This role is critical in ensuring that our finance-related software and services deliver exceptional value to our clients. The Support Lead will oversee day-to-day operations, manage escalations, and provide in-depth technical and functional support in the finance domain. The ideal candidate will have a strong background and hands on  in both suppt operations and finance, allowing them to effectively bridge the gap between technical teams and finance professionals.

Key Responsibilities:

Team Leadership and Management:

• Lead, mentor, and manage a team of support engineers and analysts, ensuring they provide high-quality service and timely resolution of issues.
• Establish and enforce support policies, procedures, and best practices to maintain consistent and efficient support operations.
• Monitor team performance, provide feedback, and implement strategies for continuous improvement.

Finance Domain Expertise:

• Leverage finance domain knowledge to provide specialized support for finance-related applications, tools, and processes.
• Collaborate with finance teams to understand their specific needs and ensure support solutions align with business objectives.
• Assist in troubleshooting complex issues related to financial data, reporting, and system integrations.

Customer and Stakeholder Management:

• Act as the primary point of contact for escalated support issues, ensuring they are resolved promptly and to the satisfaction of all stakeholders.
• Maintain strong relationships with key customers and stakeholders, understanding their requirements and providing proactive support.
• Conduct regular meetings with finance teams and other stakeholders to discuss support metrics, issue trends, and improvement initiatives.

Technical Support and Troubleshooting:

• Provide hands-on support for complex technical issues, working closely with development and infrastructure teams to resolve them.
• Ensure that support tickets are prioritized, tracked, and resolved in a timely manner, with clear communication to customers throughout the process.
• Oversee the documentation of support cases, solutions, and best practices to enhance knowledge sharing within the team.

System and Process Improvement:

• Identify opportunities for system and process improvements, particularly in the finance domain, and work with cross-functional teams to implement them.
• Lead initiatives to enhance the stability, performance, and usability of finance-related systems.
• Stay updated on the latest finance technologies, tools, and industry trends, ensuring the team is prepared to support new solutions.

Training and Development:

• Develop and deliver training programs to upskill support team members, particularly in finance-related topics.
• Ensure that team members are well-versed in both the technical and functional aspects of the finance domain.
• Promote a culture of continuous learning and professional development within the support team.

Reporting and Metrics:

• Track and report on key support metrics, such as ticket resolution times, customer satisfaction, and issue recurrence rates.
• Analyze support trends and provide insights to management, helping to shape strategies for improving service delivery.
• Develop and maintain dashboards and reports that provide visibility into support operations and performance.

Experience & Qualifications::

• Education: Bachelor's degree in Finance, Accounting, Computer Science, Information Technology, or a related field. A Master's degree is added advantage
• 10– 15 + years of experience in a technical / IT support role, with at least 5 years in a leadership or managerial position.
• Strong knowledge on EPR systems like SAP B1, SAGE, Netsuite.

• Should have worked on F&A projects L1 and L2 tickets for ERP and application technical Support process

• Strong Knowledge in finance or accounting, including familiarity with financial processes, systems, and regulations.
• Proven ability to manage and lead a technical support team in a fast-paced environment.

Preferred:

• Certifications: ITIL, PMP, or similar certifications in IT service management or project management.
• Experience: Experience in supporting cloud-based finance applications and services.
• Industry Knowledge: Experience working in regulated industries, such as banking, insurance, or financial services, is a plus.

Technical Skills:

• Finance Systems Expertise: Knowledge of finance and accounting systems, ERP platforms, and financial reporting tools.
• Technical Proficiency: Familiarity with SQL, databases, and financial data management.
• Support Tools: Experience with support ticketing systems, monitoring tools, and remote support technologies.
• System Integrations: Understanding of system integration processes, particularly those involving finance systems.

Soft Skills:

• Leadership: Strong leadership and team management skills, with the ability to inspire and guide a team to success.
• Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical and financial concepts to diverse audiences.
• Problem-Solving: Analytical mindset with a focus on identifying root causes and implementing effective solutions.
• Customer Focus: A strong commitment to customer satisfaction, with a proactive approach to addressing customer needs and concerns.

Working Days & Shift: 5 days, US shift - 3:00 PM to 12:00 Midnight IST