Support Lead (Senior/Lead/Associate Manager)

Role : Support Lead (Senior/Lead/Associate Manager)

Experience: 8 to 12 years

Location: Kochi (onsite)

Notice period : 60days

 Mandatory Skills:

• Strong proficiency in SQL, SSIS (SQL Server Integration Services), and PBI/SSRS (Power BI/SQL Server Reporting Services)
• Knowledge of project management and ticketing tools such as Jira, CSM (Customer Service Management), and ServiceNow

• Familiarity with .Net framework and Angular (good to have)

• Lead and oversee a team of 6 to 10 support members, including task assignment, performance management, and mentoring.
• Provide technical guidance and assistance to team members in troubleshooting and resolving customer issues related to SQL, SSIS, and reporting tools.
• Collaborate with cross-functional teams to prioritize and address customer tickets and service requests in a timely manner.
• Utilize project management and ticketing tools effectively to track and manage support activities, ensuring SLAs are met.
• Continuously improve support processes and procedures to enhance efficiency and customer satisfaction.
• Act as a point of escalation for complex technical issues and customer concerns, driving resolution and ensuring customer success.
• Foster a culture of collaboration, innovation, and excellence within the support team.

• Bachelor's degree in Computer Science, Engineering, or related field.
• Proven experience in a leadership role within a technical support or IT services environment.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and delivering results.
• Demonstrated proficiency in SQL, SSIS, and PBI/SSRS, with a track record of successfully resolving complex technical issues.
• Experience with project management and ticketing tools such as Jira, CSM, and ServiceNow.
• Ability to adapt to a fast-paced, dynamic environment and lead teams through change effectively.

About company

Leapcodes is a digital transformation service company, empowering our customers by providing the right people, processes, and technologies. We provide consulting, design, development, staffing, and managed services across the web, mobile, social media and other digital infrastructure needs of our clients.