Lead Technical Consultant

As a Lead Technical Consultant based in Bangalore, your primary responsibility will be to develop, implement, and maintain policies and procedures for application support services. You will lead a team to ensure that all support or service requests are handled according to established procedures. In addition, you will engage in communication and negotiation with stakeholders and external parties regarding application support-related matters. Your key roles and responsibilities will include working closely with developers, clients, and internal teams to address post-integration issues by providing technical support, consulting, and sharing best practices. You will be responsible for following the escalation matrix, engaging stakeholders, and effectively communicating technical issues to merchants and internal departments. Analyzing incident trends and data to identify action items for reducing service volume and enhancing application availability will also be part of your duties. You must be adept at adjusting your negotiation styles when managing both internal and external stakeholders. Tracking and ensuring the team's Objectives and Key Results (OKRs) are met on a daily basis will be crucial. You will be tasked with communicating application support policies, procedures, and Service Level Agreements (SLAs) to relevant stakeholders and ensuring compliance across the enterprise. Your focus will be on improving the overall experience of merchants by providing technical support for issues without redirecting them to developers. Moreover, achieving and maintaining high levels of Customer Satisfaction as per organizational targets will be a key metric to monitor. To be considered for this role, you should have a minimum of 4-6 years of experience as an Application Support Lead or Manager. Proficiency in Microsoft Excel, PowerPoint, and Data Management Systems is essential, along with a strong self-motivated and proactive attitude. Your ability to derive valuable insights through data/information literacy, conduct root cause analysis, and solve problems will be critical. Strong technical, analytical, and presentation skills are required to translate findings into actionable business reports and presentations.,