Team Lead Technical Support - Night Shift

YO IT Consulting; Mumbai; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

A consultancy firm in Mumbai seeks a Senior Technical Operations professional to manage night shift support for ERP, web, and data systems for US clients. The role involves leading support operations, ensuring incident resolution, and maintaining SLA compliance. Candidates must have a Bachelor’s degree in a related field, at least 5 years of relevant experience, and strong knowledge of Microsoft Dynamics 365 Business Central. The position requires strong client communication skills and the ability to operate effectively under pressure.

Qualifications

• Bachelor’s degree in a relevant field.
• 5+ years of experience in managing night shift support operations.
• Strong hands-on experience with Microsoft Dynamics 365 Business Central.

Responsibilities

• Lead end-to-end night shift support operations for ERP and data systems.
• Monitor SLA adherence and team productivity metrics.
• Provide hands-on technical support for complex issues.

Skills

Client communication

Incident management

Technical support

Team management

Microsoft Dynamics 365

Education

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

Tools

Ticketing systems

B2B eCommerce platforms

Job description

Overview

Senior technical operations role responsible for night shift support for ERP, web, and data systems for US clients, ensuring incident resolution, SLA adherence, and seamless handovers to daytime teams.

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.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, IT, or related field.
• 5+ years of experience leading and managing end-to-end night shift support operations for ERP for US clients/region.
• 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.