4,426 Platform Support jobs in India
Manager, Platform Support
Posted 3 days ago
Job Viewed
Job Description
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Manager, Platform Support is a management role responsible for overseeing and managing the platform support team, thereby ensuring the reliable operation and support of company platform infrastructure.
This role plays a crucial role in leading the team, driving service excellence, and ensuring the timely resolution of platform-related issues whilst fostering a collaborative and innovated team culture focused on operational excellence.
**Key responsibilities:**
+ Provides strong leadership and guidance to a team of platform support professionals, including support engineers and technicians.
+ Sets clear performance expectations, conducts regular performance evaluations, and fosters a collaborative and high-performance work culture.
+ Manages and coordinates the resolution of platform-related incidents and problems.
+ Ensures timely and effective incident response, escalation, and root cause analysis to minimize the impact on business operations.
+ Implements preventive measures and drives continuous improvement in incident management processes.
+ Ensures understanding of company platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
+ Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue.
+ Engages with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
+ Mentors less experienced team members in the various technologies.
**To thrive in this role, you need to have:**
+ Advanced expertise in leading and managing a team of platform support engineers.
+ Ability to handle client/user escalations ensuring they are timeously and effectively resolved.
+ Ability to inspire and motivate a team to achieve high performance.
+ Advanced technical background and understanding of platform infrastructure, operations, and support processes.
+ Advanced expertise in managing service delivery and adherence to SLAs.
+ Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality support services.
+ Advanced expertise with metrics and reporting, using data to drive continuous improvement.
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent in Information Technology or Computer Science or related field.
+ Relevant ITIL certification.
**Required experience:**
+ Advanced experience in leading platform support teams, with progressive responsibilities and at least a couple of years in a leadership capacity.
+ Advanced experience providing customer facing technical support.
+ Advanced experience providing web development support is highly desirable.
+ Advanced experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM).
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
ServiceNow Platform Support
Posted 4 days ago
Job Viewed
Job Description
Role Name:
L1 Helpdesk Team Lead – ServiceNow Platform Support (Custom Applications)
Experience Range:
6–8 years overall, with 3+ years in a leadership or supervisory role in IT support, and 2–4 years of experience in ServiceNow platform support
About the Role
We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for our custom-built applications on the ServiceNow platform, with a strong emphasis on the Service Portal interface. This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction — all within an ITIL-aligned framework.
You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic and evolving environment.
Key Responsibilities
Team Leadership & Operations
- Lead and manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests.
- Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards.
- Ensure all incidents and service requests are resolved within defined SLAs and OLAs.
- Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
- Coordinate staffing schedules, shift rotations, and workload distribution to ensure 24/7 support coverage.
- Mentor and coach team members, conduct performance reviews, and identify training needs.
Incident & Escalation Management
- Act as the first point of escalation for unresolved or complex L1 issues.
- Lead the response to major incidents, ensuring timely coordination, stakeholder communication, and resolution.
- Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
- Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
ServiceNow Platform Support
- Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
- Perform basic configuration tasks, user account administration, and access management within ServiceNow.
- Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes.
- Participate in testing and validation of new ServiceNow features, upgrades, and patches.
Reporting & Continuous Improvement
- Track and report on KPIs such as First Call Resolution (FCR), Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and many more.
- Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience.
- Maintain and improve support documentation, SOPs, and knowledge base articles.
- Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence.
- Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership.
Stakeholder Engagement
- Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines.
- Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction.
- Act as a liaison between the L1 team and other IT functions (e.g., Application Support, Infrastructure, Product Teams).
- Represent the support team in operational meetings and contribute to service improvement initiatives.
Essential Skills & Experience
- Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.
- Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies.
- Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS.
- Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities.
- Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles.
- Excellent troubleshooting, communication, and customer service skills.
- Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions.
Preferred Attributes
- Degree in Computer Science, Engineering, or a related field.
- ITIL Foundation certification or equivalent.
- Experience working in Agile or DevOps environments.
- Experience with reporting and dashboard creation in ServiceNow.
- Strong analytical mindset with the ability to make data-driven decisions.
- Exposure to ServiceNow’s AI and automation features (e.g., Virtual Agent, Predictive Intelligence).
- A natural coach and mentor with a passion for developing talent and fostering team growth.
ServiceNow Platform Support
Posted today
Job Viewed
Job Description
Role Name:
L1 Helpdesk Team Lead – ServiceNow Platform Support (Custom Applications)
Experience Range:
6–8 years overall, with 3+ years in a leadership or supervisory role in IT support, and 2–4 years of experience in ServiceNow platform support
About the Role
We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for our custom-built applications on the ServiceNow platform, with a strong emphasis on the Service Portal interface. This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction — all within an ITIL-aligned framework.
You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic and evolving environment.
Key Responsibilities
Team Leadership & Operations
- Lead and manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests.
- Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards.
- Ensure all incidents and service requests are resolved within defined SLAs and OLAs.
- Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
- Coordinate staffing schedules, shift rotations, and workload distribution to ensure 24/7 support coverage.
- Mentor and coach team members, conduct performance reviews, and identify training needs.
Incident & Escalation Management
- Act as the first point of escalation for unresolved or complex L1 issues.
- Lead the response to major incidents, ensuring timely coordination, stakeholder communication, and resolution.
- Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
- Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
ServiceNow Platform Support
- Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
- Perform basic configuration tasks, user account administration, and access management within ServiceNow.
- Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes.
- Participate in testing and validation of new ServiceNow features, upgrades, and patches.
Reporting & Continuous Improvement
- Track and report on KPIs such as First Call Resolution (FCR), Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and many more.
- Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience.
- Maintain and improve support documentation, SOPs, and knowledge base articles.
- Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence.
- Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership.
Stakeholder Engagement
- Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines.
- Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction.
- Act as a liaison between the L1 team and other IT functions (e.g., Application Support, Infrastructure, Product Teams).
- Represent the support team in operational meetings and contribute to service improvement initiatives.
Essential Skills & Experience
- Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.
- Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies.
- Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS.
- Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities.
- Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles.
- Excellent troubleshooting, communication, and customer service skills.
- Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions.
Preferred Attributes
- Degree in Computer Science, Engineering, or a related field.
- ITIL Foundation certification or equivalent.
- Experience working in Agile or DevOps environments.
- Experience with reporting and dashboard creation in ServiceNow.
- Strong analytical mindset with the ability to make data-driven decisions.
- Exposure to ServiceNow’s AI and automation features (e.g., Virtual Agent, Predictive Intelligence).
- A natural coach and mentor with a passion for developing talent and fostering team growth.
ServiceNow Platform Support
Posted 4 days ago
Job Viewed
Job Description
L1 Helpdesk Team Lead – ServiceNow Platform Support (Custom Applications)
Experience Range:
6–8 years overall, with 3+ years in a leadership or supervisory role in IT support, and 2–4 years of experience in ServiceNow platform support
About the Role
We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for our custom-built applications on the ServiceNow platform, with a strong emphasis on the Service Portal interface. This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction — all within an ITIL-aligned framework.
You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic and evolving environment.
Key Responsibilities
Team Leadership & Operations
Lead and manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests.
Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards.
Ensure all incidents and service requests are resolved within defined SLAs and OLAs.
Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
Coordinate staffing schedules, shift rotations, and workload distribution to ensure 24/7 support coverage.
Mentor and coach team members, conduct performance reviews, and identify training needs.
Incident & Escalation Management
Act as the first point of escalation for unresolved or complex L1 issues.
Lead the response to major incidents, ensuring timely coordination, stakeholder communication, and resolution.
Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
ServiceNow Platform Support
Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
Perform basic configuration tasks, user account administration, and access management within ServiceNow.
Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes.
Participate in testing and validation of new ServiceNow features, upgrades, and patches.
Reporting & Continuous Improvement
Track and report on KPIs such as First Call Resolution (FCR), Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and many more.
Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience.
Maintain and improve support documentation, SOPs, and knowledge base articles.
Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence.
Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership.
Stakeholder Engagement
Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines.
Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction.
Act as a liaison between the L1 team and other IT functions (e.g., Application Support, Infrastructure, Product Teams).
Represent the support team in operational meetings and contribute to service improvement initiatives.
Essential Skills & Experience
Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.
Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies.
Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS.
Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities.
Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles.
Excellent troubleshooting, communication, and customer service skills.
Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions.
Preferred Attributes
Degree in Computer Science, Engineering, or a related field.
ITIL Foundation certification or equivalent.
Experience working in Agile or DevOps environments.
Experience with reporting and dashboard creation in ServiceNow.
Strong analytical mindset with the ability to make data-driven decisions.
Exposure to ServiceNow’s AI and automation features (e.g., Virtual Agent, Predictive Intelligence).
A natural coach and mentor with a passion for developing talent and fostering team growth.
ServiceNow Platform Support
Posted today
Job Viewed
Job Description
Role Name:
L1 Helpdesk Team Lead – ServiceNow Platform Support (Custom Applications)
Experience Range:
6–8 years overall, with 3+ years in a leadership or supervisory role in IT support, and 2–4 years of experience in ServiceNow platform support
About the Role
We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for our custom-built applications on the ServiceNow platform, with a strong emphasis on the Service Portal interface. This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction — all within an ITIL-aligned framework.
You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic and evolving environment.
Key Responsibilities
Team Leadership & Operations
- Lead and manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests.
- Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards.
- Ensure all incidents and service requests are resolved within defined SLAs and OLAs.
- Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
- Coordinate staffing schedules, shift rotations, and workload distribution to ensure 24/7 support coverage.
- Mentor and coach team members, conduct performance reviews, and identify training needs.
Incident & Escalation Management
- Act as the first point of escalation for unresolved or complex L1 issues.
- Lead the response to major incidents, ensuring timely coordination, stakeholder communication, and resolution.
- Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
- Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
ServiceNow Platform Support
- Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
- Perform basic configuration tasks, user account administration, and access management within ServiceNow.
- Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes.
- Participate in testing and validation of new ServiceNow features, upgrades, and patches.
Reporting & Continuous Improvement
- Track and report on KPIs such as First Call Resolution (FCR), Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and many more.
- Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience.
- Maintain and improve support documentation, SOPs, and knowledge base articles.
- Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence.
- Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership.
Stakeholder Engagement
- Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines.
- Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction.
- Act as a liaison between the L1 team and other IT functions (e.g., Application Support, Infrastructure, Product Teams).
- Represent the support team in operational meetings and contribute to service improvement initiatives.
Essential Skills & Experience
- Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.
- Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies.
- Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS.
- Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities.
- Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles.
- Excellent troubleshooting, communication, and customer service skills.
- Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions.
Preferred Attributes
- Degree in Computer Science, Engineering, or a related field.
- ITIL Foundation certification or equivalent.
- Experience working in Agile or DevOps environments.
- Experience with reporting and dashboard creation in ServiceNow.
- Strong analytical mindset with the ability to make data-driven decisions.
- Exposure to ServiceNow’s AI and automation features (e.g., Virtual Agent, Predictive Intelligence).
- A natural coach and mentor with a passion for developing talent and fostering team growth.
Platform Support Engineer
Posted today
Job Viewed
Job Description
At Lifesight, we rely on insightful data to power our systems and solutions. As a Platform Support Engineer, you will be a key member of our engineering team, providing advanced technical assistance for the Lifesight platform. You’ll work directly with Tech leads, Marketing Science and Implementation team along with Product managers to resolve platform issues, while contributing to continuous improvement initiatives. This role is ideal for someone who thrives in a collaborative, fast-paced environment and values both technical depth and human connection.
Objectives of this role
● Collaborate with the engineering team, developers and product managers to develop an understanding of needs.
● Probe, replicate and solve customers’ technical issues at NI office or onsite at customer location
● Participate in critical incident response and post-mortem analysis.
● Contribute to operational excellence through process refinement and proactive trend identification.
● Proactive Communication: You anticipate needs, share updates transparently, and escalate thoughtfully when needed.
Requirements
- 3+ years in technical support or engineering roles
- Strong troubleshooting skills across Linux environments and cloud platforms.
- Basic scripting skills in Python or a similar language.
- Good knowledge of SQL to perform data analysis
- Familiarity with REST APIs, log analysis, and performance monitoring.
Benefits
As a team, we are concerned with not only the growth of the company, but each other’s personal growth and well being too. Along with our desire to utilize smart technology and innovative engineering strategies to make people’s lives easier, our team also bonds over our shared love for all kinds of tea, movies & fun filled Friday’s events with a prioritizing healthy work-life balance.
1. Working for one of the fastest growing and successful MarTech companies in times
2. Opportunity to be part of an early member of the core team to build a product from scratch starting from making tech stack choices, driving and influencing the way to simplify building complex products.
3. Enjoy working in small teams and a non bureaucratic environment
4. Enjoy an environment that provides high levels of empowerment and space to achieve your Objectives and grow with organization.
5. Work in a highly profitable and growing organization, with opportunities to accelerate and shape your career
6. Great benefits - apart from competitive compensation & benefits
7. Above all - a “fun” working environment.
Requirements
3+ years in technical support or engineering roles Strong troubleshooting skills across Linux environments and cloud platforms. Basic scripting skills in Python or a similar language. Good knowledge of SQL to perform data analysis Familiarity with REST APIs, log analysis, and performance monitoring.
Platform Support Manager
Posted today
Job Viewed
Job Description
Presidio, Where Teamwork and Innovation Shape the Future At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights.
The Role
The Platform Support Manager is a product-aligned platform leadership role overseeing the support and maintenance of all backlog, roadmap coordination, and integration readiness of Presidio's platform. This position, fundamental to maintaining our product management functionality, works closely with Services Product Managers, Governance, and Development teams to support the overall platform and solution accelerators once released. Platform Support Manager ensures operational and technical excellence in platform & Solution evolution. This role bridges product strategy; technical build execution and ongoing support and maintenance to deliver a world-class platform.
Major Responsibilities:
Technology/Area of Specialization:
Basic Knowledge, Skills, and Abilities:
Required Skills:
Competencies Required:
Physical Requirements:
Primarily office-based with standard computer work requirements. Limited travel (<%) for team meetings, vendor sessions, or technology conferences. May require occasional after-hours work for platform deployments or incident response.
Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.
Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you’ll be part of a team that is shaping the future.
Ready to innovate? Let’s redefine what’s next—together.
About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio’s expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally.
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Manager, Platform Support
Posted today
Job Viewed
Job Description
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.
Your day at NTT DATA
The Manager, Platform Support is a management role responsible for overseeing and managing the platform support team, thereby ensuring the reliable operation and support of company platform infrastructure.
This role plays a crucial role in leading the team, driving service excellence, and ensuring the timely resolution of platform-related issues whilst fostering a collaborative and innovated team culture focused on operational excellence.
Key responsibilities:
- Provides strong leadership and guidance to a team of platform support professionals, including support engineers and technicians.
- Sets clear performance expectations, conducts regular performance evaluations, and fosters a collaborative and high-performance work culture.
- Manages and coordinates the resolution of platform-related incidents and problems.
- Ensures timely and effective incident response, escalation, and root cause analysis to minimize the impact on business operations.
- Implements preventive measures and drives continuous improvement in incident management processes.
- Ensures understanding of company platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue.
- Engages with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
- Mentors less experienced team members in the various technologies.
- Advanced expertise in leading and managing a team of platform support engineers.
- Ability to handle client/user escalations ensuring they are timeously and effectively resolved.
- Ability to inspire and motivate a team to achieve high performance.
- Advanced technical background and understanding of platform infrastructure, operations, and support processes.
- Advanced expertise in managing service delivery and adherence to SLAs.
- Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality support services.
- Advanced expertise with metrics and reporting, using data to drive continuous improvement.
- Bachelor's degree or equivalent in Information Technology or Computer Science or related field.
- Relevant ITIL certification.
- Advanced experience in leading platform support teams, with progressive responsibilities and at least a couple of years in a leadership capacity.
- Advanced experience providing customer facing technical support.
- Advanced experience providing web development support is highly desirable.
- Advanced experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM).
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Skills Required
FSM, Itsm, ITOM, Cloud Technologies, Csm
Platform Support Lead
Posted today
Job Viewed
Job Description
Support Lead - D365 F&O to act as the key liaison between the various Teams (Support, Technical, Functional, Release, Environment, Testing & Transition Teams) for the Microsoft Dynamics 365 Finance and Operations (D365 F&O) platform. The candidate having a deep understanding of D365 F&O will oversee the service delivery, ensure seamless communication, monitor incidents and service requests, and maintain strong relationships with internal stakeholders, business admins and external vendors to ensure optimal platform performance and service continuity.
Job Description:
Key Responsibilities
Incident & Problem Management:
- Oversee the triage and resolution of issues, ensuring that incidents are escalated to the appropriate team (Support, Development, Technical, Functional) in a timely manner.
- Monitor and track high priority tickets & escalated tickets, provide progress updates to stakeholders & ensure timely resolution within agreed SLAs.
- Review weekly and monthly dashboards & drive permanent solution.
- Act as an escalation point for complex issues, including system performance issues, integration failures, and technical bugs.
- Ensure support teams perform root cause analysis for recurring issues and work towards implementing long-term solutions.
Cross-Team Coordination:
- Serve as the primary point of contact between the support teams and the delivery teams to ensure smooth information flow and timely resolution of issues.
- Participate in regular market meetings, release meetings, upgrade meetings, hypercare meetings & transition meetings and trigger relevant communications, ensuring that each group is aligned with the overall goals and objectives.
Quality Assurance :
- Work with both the Delivery and Support teams to ensure that new developments, enhancements, and customizations are properly tested before deployment.
- Review and ensure that quality standards and best practices are maintained during the lifecycle of each project.
Change & Release Management:
- Liaise with all the relevant teams during change release, participate in Change Release discussions, ensuring all changes are planned, tested, and implemented smoothly.
- Communicate the impact of changes on business operations, ensuring minimal disruption.
- Oversee the planning, testing, and deployment of system updates and new releases.
Stakeholder Engagement & Performance Reporting:
- Facilitate region-wise meetings to review expectations, priorities and timelines for service assurance.
- Maintain strong relationships with key stakeholders within the organization, ensuring that the needs of the business are met.
- Communicate technical information to non-technical stakeholders, ensuring that the business understands the implications of technical decisions and progress.
- Provide regular reports to senior management on service performance, including incident resolution, issue trends, and any improvements or challenges.
Vendor Relationship Management:
- Build and maintain strong relationships with the vendor support team, ensuring they are responsive and aligned with the needs of the business.
- Facilitate governance meetings to review service performance.
Continuous Improvement:
- Proactively identify areas for improvement in service assurance and collaborate with both the vendor and delivery teams to implement improvements.
- Share feedback and best practices between the vendor and internal teams to enhance the overall performance of the D365 F&O platform.
- Continuously evaluate existing processes and workflows within the D365 teams and identify opportunities for improvements to increase efficiency and streamline operations.
Documentation, Knowledge Management & Training:
- Deliver regular status reports to management on ongoing incidents, avoidable tickets and performance metrics.
- Regular review of technical documentations, including knowledge base articles, to ensure accurate and efficient support.
- Facilitate knowledge sharing sessions between support teams end users.
Qualifications
- Overall, 7-9 years of experience in support with minimum of 3 years of recent experience in D365 F&O environment with hands-on experience in support aspects of D365
- Bachelors degree in Information Technology, Computer Science, Business, or related field.
Professional Knowledge/Skills
- Mandatory skills and experience
- Strong understanding & proven experience in D365 F&O Support.
- Experience managing relationships with third-party vendors and coordinating between external teams and internal teams.
- Strong communication skills, with the ability to translate technical concepts to non-technical stakeholders.
- Experience with incident management, change management, and problem resolution.
- Desired skills and experience
- Certification in Microsoft Dynamics 365 (any functional or technical module).
- Familiarity with D365 integration points, middleware (Biztalk / Snaplogic) customizations, and data migration strategies.
- Familiarity with ServiceNow.
- Knowledge of Power BI and other D365 reporting tools is a plus.
Personal Attributes
- Flexible to work in shifts (preferably 3pm - 12am) with Bangalore as a preferred work location.
- Excellent interpersonal and relationship-building skills.
- Self-motivated with a strong sense of ownership and accountability.
- Demonstrated ability to work cross-functionally and across diverse teams.
- Problem-solving, Analytical thinking, good communication & collaboration.
Location:
Skills Required
Data Migration, Change Management, Service Assurance
Platform Support Engineer
Posted today
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Job Description
What youll do:
- Assist our clients and client teams in questions about the functionality and configuration ofour SaaSapplications
- Develop documentation and the Technical Support Knowledge Base to reducetroubleshooting time and drive faster issueresolution
- Develop process and procedures to increase issues resolution by Tier 1 Help Deskstaff
- Troubleshoot software related problems over the phone andremotely
- Escalate issues to Operations and Development teams with reproducible test cases that replicate theproblem
- Identify the probable source of the problem, whether that is a software application componentor a software or hardware problem within the IT infrastructure. Manage end user issue resolution through multiple internal and externalteams.
What youll bring:
- 13 years of experience developing / supporting Microsoft .NET web based applications and Windowsservers
- Bachelor's Degree in CS, EE, or related discipline with high academicachievement
- Experience in troubleshooting various forms of software problems from the server to the client browser
- Ability to work methodically and analytically in a quantitative problem-solvingenvironment
- Excellent verbal & written communication skills, preferably with international exposure, inspiring confidence while leading customers through the steps to resolve issues via phone andemail.
- Eagerness to contribute in a team-orientedenvironment.
- Working knowledge of Web applications.
- Working knowledge of Databases like Microsoft SQL Server, PostgreSQL, Oracle, etc.
- Working knowledge of Webservers like IIS, Weblogic etc.
- Experience working with XML, JSON, Python, PowerShell aplus
Role: IT Support - Other
Industry Type: Analytics / KPO / Research
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Support
Education
UG: Any Graduate
PG: CS in Any Specialization
Key Skills
Skills highlighted with '' are preferred keyskills
Webservers PowerShell IIS Microsoft SQL Server PostgreSQL Weblogic XML JSON Oracle Python
Skills Required
Json, Power Shell, Oracle, Sql