Team Lead Technical Support - Dynamics 365

YO IT Consulting; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

A consulting firm based in India is seeking a Team Lead for Technical Support on the night shift. The ideal candidate will have 5 to 8 years of experience, particularly with Microsoft Dynamics 365 Business Central, and will oversee night shift operations for ERP and web support. Responsibilities include managing escalations, ensuring SLA adherence, and training team members. A Bachelor's degree in a relevant field is essential for this role.

Qualifications

• 5 to 8 years of experience in technical support or related field.
• Proven experience leading support operations for ERP and web platforms.
• Ability to manage escalations and decisions under pressure.

Responsibilities

• Lead night shift support operations for ERP, Web, and Data.
• Act as primary escalation point for incidents and ensure resolutions.
• Monitor SLA adherence and team productivity metrics.
• Provide hands-on technical support for complex issues.
• Train and mentor team members to enhance multi-skill coverage.

Skills

Microsoft Dynamics 365 Business Central

B2B eCommerce platforms

Stakeholder management

Client communication

Experience in SLA-driven environments

Education

Bachelor’s degree in Engineering, Computer Science, IT, or related field

Job description

Overview

Team Lead Technical Support - Night Shift

Experience: 5 - 8 Years

Location: Mumbai

Responsibilities

• Lead and manage end-to-end night shift support operations for ERP, Web, and Data across US business hours.
• Act as the primary escalation point for P1/P2 incidents, ensuring timely resolution and effective client communication.
• Monitor SLA adherence, ticket queues, and team productivity metrics to ensure operational excellence.
• Provide hands-on technical support for complex Microsoft Dynamics 365 Business Central and web platform issues.
• Coordinate structured handovers with the day shift team to ensure seamless continuity.
• Participate in client calls, weekly reviews, and operational performance discussions.
• Develop and maintain support documentation, SOPs, and knowledge repositories.
• Train, mentor, and cross-train team members to ensure multi-skill coverage and redundancy.
• Collaborate with development and infrastructure teams for critical escalations.
• Drive continuous improvement in support processes, tools, and response frameworks.

Requirements

• Bachelor’s degree in Engineering, Computer Science, IT, or related field.
• Strong hands-on experience with Microsoft Dynamics 365 Business Central.
• Working knowledge of B2B eCommerce platforms and web support environments.
• Experience managing support operations and leading teams during high-pressure situations.
• Strong client communication and stakeholder management skills.
• Experience working with ticketing systems and SLA-driven environments.
• Proven ability to manage escalations and make timely operational decisions.

Education, Training, Skills And Experience Requirements

• Bachelor’s degree in Engineering, Computer Science, IT, or related field.
• Strong hands-on experience with Microsoft Dynamics 365 Business Central.
• Working knowledge of B2B eCommerce platforms and web support environments.
• Experience managing support operations and leading teams during high-pressure situations.
• Strong client communication and stakeholder management skills.
• Experience working with ticketing systems and SLA-driven environments.
• Proven ability to manage escalations and make timely operational decisions.