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Support Lead

7.00 to 12.00 Years   Gurugram, Delhi   15 Jun, 2025
DMAIC Academy and Consultancy
Job LocationGurugram, Delhi
EducationNot Mentioned
SalaryRs 22 - 34 Lakh/Yr
IndustryBanking
Functional AreaInvestment Banking / M&AFinance / Accounts / Tax
EmploymentTypeFull-time

Job Description

    JD Role Tech support leadsJob IDJob RequirementsJob Title: Support Lead Core BankingExperience Required: 7-12 YearsJob Location: RemoteWe are hiring a Support Lead to manage a cross-regional team supporting Core Banking,Merchant, and Biller systems across the US, India, and EU. The role demands strong processand technical leadership to ensure effective service delivery, team coordination, and regularclient communication.Key Responsibilities:
    • Lead a team of 46 members providing L1 to L2 support across multiple regions
    • Drive process and tech support efficiency through KPI tracking and operational best practices
    • Act as the first escalation point for support issues and coordinate timely resolutions
    • Conduct weekly client reporting calls and manage daily client escalations
    • Ensure alignment with SLAs, incident response, and service delivery standards
    • Collaborate with cross-functional teams for process improvement and documentation
    • Oversee onboarding, KT, and continuous development of team members
    • Senior Process and Tech support leads with domain knowledge in Core Banking, Merchant,
    • Billers and Payment processing system. Basic knowledge of technology in Java, SQL is preferred.
    Topics for EvaluationPercentage Mandatory / Non-MandatoryProcess & Tech support Lead experience 25 MandatoryCore Banking25 MandatoryFinance, Merchant, Billing, Payment processing10 MandatoryCommunication (Written & Oral) 15 MandatorySupport KPIs 10 MandatoryFollow SOPs, Security Standards5 MandatoryDocumentation, multi-tasking 5 MandatoryJava, SQL 5 Non-Mandatory

Keyskills :
production supportbanking domaintechnical support

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