Web Platform Support Lead

Job Title: Web Platform Support Lead

Location: Pune / Mohali / Hyderabad

Department: Web Platform Team

Direct Manager: Web Platform Owner

Job Summary:

• Mission of Web Platform Support Lead is to strive for service and process excellence for all support matters within Web Platform Team and thus contribute strategical and tactical targets to enhance Group's digital vision and business communication strategy.

Responsibilities:

• Lead a team of Web Platform Support Specialists, which consists of motivating, developing and appraising subordinate employees, planning support operations, recruiting and training new members and managing the team on daily basis.
• Assure required level of service quality through guidelines and KPIs.
• Facilitate trainings and webinars to increase digital knowledge for all stakeholders.
• Resolve escalations reported by various stakeholders served.
• Contribute to ad-hoc projects and improvements initiatives internally within the Team, but also towards.
• Own the support processes (Incident, Request and Knowledge management) including its tools.

Qualifications:

• 3-5 years of experience in digital area, customer service or helpdesk.
• Proven experience in managing a team and leadership skills.
• Excellent command of written and spoken English.
• Good verbal and written communication skills.
• Computer literacy, familiarity of Microsoft Office apps.
• University degree in related field or equivalent gained through working experience.

Personality requirements:

• Strongly customer oriented, service and business minded.
• Eagerness to learn new things and technologies, curious mindset.
• Ability to adapt to changing priorities, well-organised and systematic.
• Pro-active & result driven approach.
• Ability to present for various audiences, share knowledge.
• Process oriented, enthusiasm for constant process improvements, ability to execute.
• Ability to work in multi-cultural environment.
• Ability to take responsibility and ownership.