Lead - Tech Support

M2P Fintech is looking for highly passionate, hands-on leader to deliver reliable and sustainable solutions to our customers. You will manage the team at site that is very fast paced and highly capable to troubleshoot, debug, fix the issues, and automate solutions. This role will suit an individual who excels in a challenging and dynamic environment, enjoys providing world-class support and is having a high level of customer centricity.

What Will You Do in this Role

• Mentor and empower engineers to deliver sound solutions for our customers within defined SLAs. The team’s primary responsibilities include analysing and troubleshooting application and other open-source components related issues, debug and fix the issues, oversee the setup client / systems, and supervise change deployment.
• Build the team as the subject matter expert of applications, underlying architecture, and data relationships.
• Act as a Technical lead for critical incident and escalation calls by being a Single Point of Contact from the Bank’s end, Engineering and Product team.
• Partners with Product engineering teams, QA teams, IT teams and Project management teams and other internal stakeholders as required for successful resolution of issues reported to in production support.
• Identify opportunity and take the lead on automation projects that will improve processes and the usability of products for internal users.
• Create metrics and measure team performance. Ensure the team follows / maintains proper attendance, reporting, issue tracking and support procedures.
• Understand the issues and communicate solutions effectively to technical and non-technical teams at customers as well as internally to organisations team members and regularly update leadership teams on project status.

What You’ll Need to be Successful in this Role

• BS/MS degree in Computer Science, Engineering, or established professionals with relevant experience.
• Minimum of 2+ years of experience in managing / leading a team with ability to mentor engineers from diverse backgrounds and skillsets.
• Minimum of 4+ years of experience in operations and application support background.
• Experience in Lending domain with strong knowledge in LMS and LOS.
• Experience in managing Web and Mobile application support.
• Deep hands-on experience in SQL Queries and Log analysis.
• A great problem solver with ability to simplify complex issues.
• Great interpersonal and presentation skills with ability to meet deadlines.
• Experience in deployment activities.
• Experience in incident management life cycle.
• Flexible to work at odd hours / shifts and weekends to support incidents, releases, maintenance activities and large project sites. 

  Perks and Benefits

• Inclusive and People-First Culture.
• Health & Wellness Programs.
• Comprehensive Medical Insurance.
• Recognition Programs.
• Performance-based ESOPs.
• Learning Opportunities.