Application Support Lead

About Datazoic

Datazoic is an innovative FinTech growth stage startup that is disrupting the traditional passive way Wall Street Capital market firms perceive data and instead empowering these firms with powerful, actionable data analytics for intelligent real-time decision-making. Datazoic’s flagship product, Prism, is a one-stop shop for all of your data where CRM meets Business Intelligence and Business Intelligence meets AI and where AI drives CRM. Prism is a CRM/Predictive Analytic platform designed for full service Investment Banks and Asset Management firms. Its user base extends to over 3000+ users across multiple large Wall Street sell-side firms. Prism caters to the needs of Research Analysts, Institutional Sales, Traders, Corporate Access teams, Investment Bankers and Wealth Management professionals. Our employees are our greatest asset. It is only with the determination, dedication and customer obsession of our employees that we can serve our clients, generate long-term value for our shareholders and contribute to the broader public.

High Level Description:

The Service Desk Lead takes ownership of operational support oversight, is hands-on with client support, and provides team mentorship.

What you’ll be doing

• Operational Oversight:

Monitor tickets, support emails, and SLAs, escalating issues when needed

Ensure that the assigned tickets are handled effectively within the timelines

Ensure that all support tickets are managed ensuring SLA Compliance

Ensure timely client communication of incoming tickets

Ensure all planned activities are completed on time

Coordinate coverage across shifts to maintain seamless 24*7 support

Identify opportunities for process improvements, automation, and efficiency gains.

Track, analyze, and report on service desk metrics such as time spent per project; most tickets closed/time spent by each member, etc.

• Client Support & Communication:

Act as an escalation point for sensitive client issues

Oversee and review outgoing client communications for accuracy and tone.

Engage directly with clients when necessary to provide support. 

• Hands-On Leadership:

Supervise and assist the Service Desk Team with task as necessary. Work alongside the team to resolve issues to set examples of best practices.

Provide guidance and real-time support the team handling challenging tickets.

• Team Development & Training:

Provide ongoing mentorship and training to the service desk team to improve technical knowledge and customer service skills.

As part of training, reiterate to ensure data is handled, transferred and processed according to legal and organization guidelines.

Provide constructive feedback to support professional growth.

Conduct performance reviews and foster a culture of accountability and continuous improvement.

Foster and maintain a positive work environment

What we need from you

• Overall, 8-10 years of IT experience with minimum 3 years as a Shift Lead

• Experience working with incident, request, change and problem management.

• Experience working in Product Company preferred.

• Strong Experience in managing at least 10 - 15 members of support team.

• Experience in managing the daily operations of the service desk.

• Experience in preparing roasters and ensuring the availability of resources to cover 

support needs including leaves and holidays.

• Ensure that the assigned tickets are handled effectively as per the SLA.

• Experience in coordinating and managing all relevant stakeholders.

• Good Communication skills

• Based out of Chennai and willing to work in shifts