Platform Support Lead

Experience : 4-7 yrs.

 

Role Summary

Experience in providing technical support on critical software platforms with strong problem-solving and communication skills and the willingness and flexibility to work well as part of a quality-oriented team. Manages queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement while directly supporting critical incidents and enterprise cases in a 24×7 model.

Key Responsibilities

Operational Leadership

• Oversee day-to-day operations across shifts and channels
• Monitor queue health, aging, SLA adherence, backlog, and escalations
• Allocate workload based on priority, complexity, and impact
• Primary operational escalation point for critical/high-value issues
• Real-time decision-making during incidents and major issues
• Ensure adherence to SOPs, ticket standards, macros,...