Lead - Digital Platform Support

TMF Group

Bengaluru

Hybrid

INR 1,200,000 - 1,800,000

Full time

5 days ago

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Benefits offered by this job

Hybrid work model

Work from home flexibility

Job summary

TMF Group in Bangalore, India, seeks a Team Lead Support to guide a ~20-person L1/L2 team for the HR Platform. This role emphasizes people leadership, SLA adherence, escalations, and stakeholder management over hands-on coding.

Candidates with strong leadership, ITSM tool experience, and a data-driven mindset will thrive. The position supports a hybrid work model and offers growth within a global services environment.

Qualifications

Strong communication skills, verbal and written, with stakeholders and clients.
Proven ability to define, document, and enforce SOPs, SLAs, and escalation matrices.
Experience leading a team (10+ members) in support, operations, or service delivery.
Experience in L1/L2 support, helpdesk, or operations; product support is a plus.

Responsibilities

Lead, mentor, and supervise a team of ~20 L1/L2 support executives across shifts.
Own day-to-day operations: tickets, SLAs, escalations, turnaround times.
Monitor metrics: CSAT, SLA%, ticket volume, first response times; report findings.
Coordinate root-cause analysis and process improvements with stakeholders.
Communicate with product, engineering, and clients during incidents.

Skills

Communication skills

Process orientation

Leading/supervising a team

L1/L2 support

Data-driven mindset

Problem-solving

Java (basic)

Education

Bachelor's degree

ITIL certification

Tools

Freshdesk

ServiceNow

Zendesk

Jira Service Management

Job description

;General Information

;Job ID

;37257

;Location

;Bangalore, India

;Work Types

;Permanent

;Categories

;Information Technology

We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website.

TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and administrative services that enable our clients to operate their corporate structures, finance vehicles and investment funds in different geographical locations.

TMF India is a Great Place to Work, ISO & ISAE certified organization.

Discover the Role

The Team Lead Support will lead a team of approximately 20 L1/L2 support professionals responsible for supporting the HRP (HR Platform) application. This is a people leadership and service delivery role where the focus is on managing the team, ensuring SLA adherence, handling escalations, driving operational excellence, and maintaining strong stakeholder relationships rather than hands‑on technical development.

Key Responsibilities

Team Supervision

Lead, mentor, and supervise a team of ~20 L1/L2 support executives across shifts
Drive performance management: goal-setting, 1:1s, appraisals, and skill development plans
Oversee attendance, shift rosters, leave planning, and attrition/backfill coordination
Build a culture of ownership, accountability, and continuous improvement within the team

Operations & Process Management

Own day-to-day support operations: ticket queues, SLA adherence, escalation handling, and turnaround times
Monitor and report on key support metrics (SLA%, CSAT, ticket volume/aging, first-response/resolution times)
Identify recurring issues and drive root-cause analysis and process improvements with relevant stakeholders
Ensure adherence to defined support processes, knowledge base updates, and documentation standards
Supervise escalations both client-facing and internal ensuring timely resolution and communication

Stakeholder & Communication

Act as the primary point of contact between the support team and internal/external stakeholders (product, engineering, clients)
Prepare and present regular performance/status reports to leadership
Collaborate with cross-functional teams (Product, Engineering, QA) to relay recurring issues and feature feedback
Handle client/stakeholder communication professionally during high-priority incidents

Training & Enablement

Onboard and train new team members on support processes and tools
Continuously upskill the team through coaching, refreshers, and knowledge-sharing sessions

Key Requirements

Required Skills & Experience

Strong communication skills verbal and written with ability to interact confidently with stakeholders and clients
Solid process orientation comfortable defining, documenting, and enforcing SOPs, SLAs, and escalation matrices
Proven experience leading/supervising a team (10+ team size preferred) in a support, operations, or service delivery environment
Prior experience in L1/L2 support, helpdesk, or operations environment (application/product support experience is a plus, but not mandatory)
Working knowledge of ticketing tools (e.g., Freshdesk, ServiceNow, Zendesk, Jira Service Management) or willingness to learn
Data-driven mindset comfortable working with dashboards, MIS reports, and SLA metrics
Strong problem-solving and conflict-resolution abilities
Bachelors degree in any discipline; relevant certifications (ITIL, Six Sigma, etc.) are a plus

Experience

Open to candidates with less overall experience but strong, demonstrated leadership capability (e.g., have led a shift/pod/small team even if total experience is on the lower side)
Prior exposure to HR-tech, SaaS, or enterprise application support is a plus, not a prerequisite

Good to Have (Technical Skills)

Basic working knowledge of Java enough to read logs/code and coordinate effectively with engineering during escalations (not required to code)
Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) for incident, problem, and change management
These are added advantages, not mandatory the role is primarily a people/process leadership position

Work Mode
Hybrid / WFH flexible

What s in it for you

What s in it for you

Pathways for career development;
Work with colleagues and clients around the world on interesting and challenging work.
We provide internal career opportunities, so you can take your career further within TMF.
Continuous development is supported through global learning opportunities from the TMF Business Academy.;

Making an impact;
You ll be helping us to make the world a simpler place to do business for our clients.
Through our corporate social responsibility program, you ll also be making a difference in the communities where we work.;

A supportive environment;
Strong feedback culture to help build an engaging workplace.
Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
At TMF Group, it s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.