Technical Support Lead / Senior Technical Support Manager

Beeu Tech; Bengaluru; Hybrid; INR 2,400,000 - 3,600,000; Full time

Benefits offered by this job

Hybrid Mode

Job summary

Beeu Tech in Bengaluru seeks an experienced Technical Support Lead / Senior Technical Support Manager for a 2-month contract. You will oversee application and infrastructure support, handle incidents, coordinate with IT, business and vendors to ensure system availability across ERP, MES, WMS, and related manufacturing platforms.

The role requires 10+ years in technical support and operations, strong troubleshooting, RCA, and service delivery.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related field.
• 10+ years of experience in technical support, application support, IT operations, or service delivery.
• Experience supporting manufacturing or supply chain business applications.
• Strong troubleshooting, incident management, RCA, and problem-solving skills.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.

Responsibilities

• Provide L2/L3 technical support for manufacturing and supply chain applications.
• Troubleshoot application, system, database, integration, and connectivity issues.
• Support ERP, MES, WMS, TMS, and related manufacturing or supply chain platforms.
• Monitor application performance, system availability, and operational health.
• Coordinate major incident resolution and minimize business disruption.
• Lead technical support teams and track SLAs, KPIs, and backlog.

Skills

Leadership

Incident management

Root Cause Analysis

Stakeholder management

Troubleshooting

Communication

Vendor coordination

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Jira Service Management

Job description

We are looking for Technical Support Lead / Senior Technical Support Manager , 2 months (Extendable) Contractual role for one of our client | Please find the details below.

Experience- 10+ years.

5 Working Days- Mon to Fri

Duration: 2 months (Extendable)

Location: Bengaluru

Industry: Manufacturing / Supply Chain / Industrial Operations

Role: Technical Support Lead / Senior Technical Support Manager

Hybrid Mode

Job Summary

We are looking for an experienced Technical Support professional with 10+ years of experience supporting manufacturing and supply chain operations. The candidate will be responsible for application and infrastructure support, incident and problem management, troubleshooting, system availability, and coordination with business, IT, and vendor teams to ensure seamless operations.

Key Responsibilities

Technical Support & Application Management

• Provide L2/L3 technical support for manufacturing and supply chain applications.
• Troubleshoot application, system, database, integration, and connectivity issues.
• Support ERP, MES, WMS, TMS, and related manufacturing or supply chain platforms.
• Monitor application performance, system availability, and operational health.

Incident & Problem Management

• Manage incidents, service requests, and problem tickets in accordance with agreed SLAs.
• Perform root cause analysis (RCA) and implement corrective and preventive actions.
• Coordinate major incident resolution and minimize business disruption.
• Maintain knowledge articles, technical documentation, and support procedures.

Manufacturing & Supply Chain Operations

• Support business-critical processes such as production planning, inventory management,

procurement, order processing, and warehouse operations.

• Coordinate with manufacturing, logistics, procurement, and supply chain stakeholders to resolve technical issues.
• Support system integrations between ERP, production systems, warehouse platforms, and external partners.

Infrastructure & Vendor Coordination

• Coordinate with infrastructure, database, network, cybersecurity, and application teams.
• Manage vendor escalations, support renewals, and technical service delivery.
• Support system upgrades, patching, deployments, testing, and disaster recovery activities.
• Ensure adherence to IT security policies, change management, and operational procedures.

Leadership & Service Delivery

• Lead technical support teams and coordinate L1/L2/L3 support activities, as applicable.
• Track SLAs, KPIs, backlog, incident trends, and service improvement opportunities.
• Prepare operational reports and provide regular updates to stakeholders.
• Drive automation, preventive maintenance, and continuous service improvement.

Required Qualifications

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related field.
• 10+ years of experience in technical support, application support, IT operations, or service delivery.
• Experience supporting manufacturing or supply chain business applications.
• Strong troubleshooting, incident management, RCA, and problem-solving skills.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or equivalent.
• Strong communication, stakeholder management, and vendor coordination skills.

Preferred Skills

• ERP platforms such as SAP or Oracle.
• Manufacturing Execution Systems (MES), Warehouse Management Systems (WMS), or

Transportation Management Systems (TMS).

• SQL/database troubleshooting, application integrations, and infrastructure fundamentals.
• ITIL-based service management, SLA management, and change management.
• Team leadership, service reporting, and operational excellence.

Key Performance Indicators (KPIs)

• SLA compliance and incident resolution time.
• Application availability and reduction in recurring incidents.
• Customer satisfaction and quality of technical support.
• Timely RCA completion and implementation of corrective actions.
• Reduced backlog, improved support efficiency, and successful delivery of changes.