Lead - Digital Platform Support

Required Skills & Experience

• Strong communication skills — verbal and written — with ability to interact confidently with stakeholders and clients
• Solid process orientation — comfortable defining, documenting, and enforcing SOPs, SLAs, and escalation matrices
• Proven experience leading/supervising a team (10+ team size preferred) in a support, operations, or service delivery environment
• Prior experience in L1/L2 support, helpdesk, or operations environment (application/product support experience is a plus, but not mandatory)
• Working knowledge of ticketing tools (e.g., Freshdesk, ServiceNow, Zendesk, Jira Service Management) or willingness to learn
• Data-driven mindset — comfortable working with dashboards, MIS reports, and SLA metrics
• Strong problem-solving and conflict-resolution abilities
• Bachelor's degree in any discipline; relevant certifications (ITIL, Six Sigma, etc.) are a plus

Experience

• Open to candidates with less overall experience but strong, demonstrated leadership capability (e.g., have led a shift/pod/small team even if total experience is on the lower side)
• Prior exposure to HR-tech, SaaS, or enterprise application support is a plus, not a prerequisite

Good to Have (Technical Skills)

• Basic working knowledge of Java — enough to read logs/code and coordinate effectively with engineering during escalations (not required to code)
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) for incident, problem, and change management
• These are added advantages, not mandatory — the role is primarily a people/process leadership position

• Work Mode

• Hybrid / WFH flexible

• What We're Looking For (Soft Skills)

• A people-first leader who can motivate and retain a large team
• Calm under pressure, especially during escalations or high-ticket-volume periods
• Someone who can balance empathy for the team with accountability for outcomes
• Comfortable working with ambiguity and driving process where none exists yet