Support Lead - IT Operations

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support

I korthet

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.

Ansvarsområden

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.

Krav

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.

Önskade kvalifikationer

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

Förmåner

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.

Färdigheter

Epicor ERPITSM

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

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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