Team Lead (technical Support & Help Desk) @ Megma Services

One of our client a Global French Fintech MNC a world leader in prepaid corporate services, designs and manages solutions that improve the efficiency of organizations and purchasing power to individuals. It also provides Expense Management (Fuel & Fleet, Payroll card) and Incentive & Reward solutions (gift, loyalty, marketing solutions. Listed on the Euronext Paris stock exchange, It operates in 45 countries, with 8,000 employees, 660,000 companies and public sector clients, 1.4 million affiliated merchants and 41 million beneficiaries. In 2018, total issue volume amounted to an average of 20 billion.Combining the experience of 50 years of history and the vitality of a start-up created in 2010, .
In one of the business unit it offers support for global clients in need of redemption platforms and fulfillment of rewards solutions worldwide. We support both direct clients and Marketing agencies for loyalty, incentive & employee engagement programs. Teams, composed of 50 employees are based in 5 countries (USA, Hong Kong, Singapore, India & Mexico).

The JOB DISCRIPTION is as follows . -
CLIENT - Global Fintech MNC
POSITION TEAM LEAD (Technical Support & Help Desk)
JOB LOCATION- Thane
5 Days week(corporate day shift)
Experience- 5-9 years of relevant experience
Compensation- Competitive
Qualification BE/ Btech/ MCA/ BCA/ IT graduate

THE JD IS AS FOLLOWS :

RESPONSIBILITIES

• As a key member of the IT team, the support leader is responsible for business operation support, to understand the business requests and provide technical solutions by respecting the defined SLA, provide proactive feedback to help business team to make better decision to improve the product, follow up the issues to make sure all issues can be driven to the end.
• Business understanding: Before taking any actions, make sure the request is 100% understood, regarding the request itself and the background/context.
• Technical understanding: Understand the system architecture and implement methodology.
• Helpdesk management: Manage the helpdesk tickets, drive the support team to work on the tickets by respecting the defined priority and SLA, justify the impact scope and severity of the issue, escalate the issue if necessary.
• Client facing: Face the client directly by communicating via different channels (email, IMs, phone, video) to clarify the requests and make sure the clients are 100% understood.
• Troubleshooting and issue follow-up: Lead and take part in the troubleshooting with other teams, from software to hosting to address the issue and root cause, provide workaround and permanent solutions, lead the team to do code debug to isolate the application bug, follow up all the issues addressed during the support activities till solved, do proactive and efficient communication with the requests stakeholders.
• System monitoring: Lead and establish the system monitoring/alert mechanism to know the system healthy situation and receive system alerts and put corresponding actions in place.
• Documentation: Generate and maintain the technical support documents, like SOP, FAQ etc.
• Coaching: Coach the support team member regarding the technical items and non-technical items (processes, soft skills etc), recommend proper tools and best practices to the team to improve the quality and efficiency.
• Continuous improvement: Analyze the supported items in regular basis, to keep improving the support process/efficiency, provide proactive product improvements recommendation to product team to help to improve the product operation efficiency, user experience, to avoid user mistake etc.
• Leadership and sprint facilitating: Work with scrum master and the team to facilitate the process of the sprints.
• Others: Other missions given by the BU, e.g. innovation projects.

contact :Pranav- 9548238***
Kindly share the following details :
- Current ctc n notice period
- expected ctc
- Relevant experience in

• Experience in ticket management in a helpdesk system
• Knowledge IT infrastructure knowledge (hardware, network, HA, DR & softwrae architecture
• Open to Work in shift mode to support 24x7 systems
• KeywordsTechnical Support, L2 Support, Help Desk

Work Experience Required4-7 years
CTC offered : 8-12 lpa
Job Location(s) : Thane