Lead Support Engineer

Aon; Gurugram District; Híbrido; INR 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

Aon plc in India is seeking a Lead Support Engineer to lead a team delivering technical support and troubleshooting for proprietary applications. You will work with the development team to identify and resolve issues, with emphasis on quality, on-time delivery and customer satisfaction.

The ideal candidate has 10+ years of relevant experience, excellent communication, strong analytical skills and a proven track record in incident management, performance monitoring, and cross-functional

Formación

• Bachelor's degree in technology.
• 10+ years of relevant experience.
• Strong analytical and problem-solving skills.
• Experience diagnosing and troubleshooting application, data and integration issues.

Responsabilidades

• Lead and mentor a team to ensure coverage during Monday-Friday business hours.
• Provide guidance to ensure the team meets performance goals and objectives.
• Oversee day-to-day operations of the support team and delegate tasks.
• Act as the primary escalation point for complex issues.
• Document troubleshooting steps, known errors and SOPs to improve efficiency.
• Provide first and second-level technical support for applications via phone, email or ticketing.
• Contribute to continuous improvement initiatives, including AI-assisted tooling.
• Identify anomalies and present weekly metrics and trends to leadership.

Conocimientos

Leadership

Analytical skills

Problem-solving

Communication skills

Attention to detail

Excel skills

Automation / AI tools

Incident analysis & documentation

Educación

Bachelor's degree in technology

Herramientas

Monitoring tools

Logs & alerts

AI copilots / knowledge bots

Descripción del empleo

Job Summary

As a Lead Support Engineer you will be responsible for providing and leading a team to deliver technical support and troubleshooting assistance to users of our proprietary applications. You will work closely with our development team to identify and resolve issues. The ideal candidate will have excellent communication skills, a strong attention to detail, critical thinking skills and the ability to thrive in a fast-paced environment and have demonstrated people management experience.

Job Details

• Position type: Full Time
• Work Location: Bangalore, Noida, Gurgaon
• Working style: Hybrid

Responsibilities

• Lead and mentor a team of specialists to ensure full coverage during Monday-Friday business hours
• Provide guidance and support to ensure the team meets performance goals and objectives
• Oversee day-to-day operations of the application support team, including prioritizing and delegating tasks
• Act as the primary escalation point for complex issues raised by L1/L2 support or business users
• Document troubleshooting steps, known errors, workarounds and standard operating procedures to improve support efficiency and knowledge sharing
• Provide first and second-level technical support for applications via phone, email or ticketing system
• Contribute to continuous improvement initiatives in ticket reduction, monitoring, automation and appropriate AI usage (for example, using AI copilots or knowledge bots to answer repetitive day-to-day queries or surface known solutions faster)
• Proactively identify and highlight anomalies such as system outages, performance degradation, unusually high-ticket volumes or recurring issues to leadership, and prepare and present weekly metrics and trends to support data-driven decisions and prioritization

Requirements

• A bachelor's degree in technology
• 10+ years of relevant experience

Skills/Competencies

• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• High attention to detail and a structured approach to incident analysis and documentation
• Experience diagnosing and troubleshooting application, data and integration issues, ensuring timely resolution and minimal disruption to business operations
• Ability to develop and maintain strong relationships with internal stakeholders, including development, infrastructure and business teams
• Experience with monitoring tools, logs and alerts to track system performance and availability
• Openness to adopting automation and AI-assisted tools (for example, for log analysis, pattern detection, knowledge search or handling routine queries) in line with Aon's technology and governance standards
• Willingness to provide support during non-standard business hours when required for critical incidents or planned changes
• Strong Excel skills (advanced formulas, pivot tables, charts, lookups, and preferably Power Query/Power Pivot) for analyzing support data and building operational reports

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.