Support Lead - IT Operations

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

This role is for a Support Lead - IT Operations in Noida, Uttar Pradesh, India. The primary responsibility is to act as the first point of contact for Epicor ERP users, providing support, user assistance, and basic configuration. The role requires 3-6 years of experience with Epicor ERP and a background in manufacturing ERP user-facing support.

Responsibilities

Serve as the first point of contact for Epicor users.
Focus on support, user assistance, and basic configuration.
Escalate system, data, and architecture issues.
Handle ticket intake, triage, prioritization, and routing.
Manage escalations and coordinate with vendors.
Provide clear, professional customer communication and status updates.
Collaborate with internal teams and external vendors.

Requirements

Minimum 3-6 years of Epicor ERP experience.
Epicor ERP Support experience.
Manufacturing ERP user-facing support background preferred.
Epicor ERP functional knowledge focused on navigation, transactions, and user operations.
Experience with incident and request management (ITSM).
Basic troubleshooting and how-to support skills.
Experience with user access provisioning and role management.
Understanding of month-end and quarter-end processes.
Ticket intake, triage, prioritization, and routing.
Escalation management and vendor coordination.
Knowledge of SLAs, urgency vs. impact assessment.
Documentation and knowledge base usage.
Clear, professional customer communication.
Ability to work with internal teams and external vendors.
Strong written and verbal communication skills.
Customer service mindset.
Reliability and accountability.
Adaptability in fast-paced, business-critical cycles.
Professional judgment and escalation awareness.

Desired Qualifications

This role does not perform sys admin, upgrades, or database work and escalates all platform and data issues.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Epicor ERPITSM

#IT Operations#Support#Epicor ERP#Noida#Uttar Pradesh#India

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