Team Lead Technical Support - Night Shift Experience: 5 - 8 Years Location- Mumbai

Must Have Bachelor’s degree in Engineering, Computer Science, IT, or related field.

Has 5+ years of experience leading and managing end-to-end night shift support operations for ERP for US clients/Region.

Solid hands-on experience with Microsoft Dynamics 365 Business Central.

Working knowledge of B2B eCommerce platforms and web support environments.

Experience managing support operations and leading teams during high-pressure situations.

Strong client communication and stakeholder management skills.

Experience working with ticketing systems and SLA-driven environments.

Proven ability to manage escalations and make timely operational decisions.

Roles And Responsibilities

- Lead and manage end-to-end night shift support operations for ERP, Web, and Data across US business hours.
- Act as the primary escalation point for P1/P2 incidents, ensuring timely resolution and effective client communication.
- Monitor SLA adherence, ticket queues, and team productivity metrics to ensure operational excellence.
- Provide hands-on technical support for complex Microsoft Dynamics 365 Business Central and web platform issues.




- Coordinate structured handovers with the day shift team to ensure seamless continuity.
- Participate in client calls, weekly reviews, and operational performance discussions.
- Develop and maintain support documentation, SOPs, and knowledge repositories.
- Train, mentor, and cross-train team members to ensure multi-skill coverage and redundancy.
- Collaborate with development and infrastructure teams for critical escalations.
- Drive continuous improvement in support processes, tools, and response frameworks.

Education, Training, Skills And Experience Requirements

- Bachelor’s degree in Engineering, Computer Science, IT, or related field.
- Strong hands-on experience with Microsoft Dynamics 365 Business Central.
- Working knowledge of B2B eCommerce platforms and web support environments.
- Experience managing support operations and leading teams during high-pressure situations.
- Strong client communication and stakeholder management skills.
- Experience working with ticketing systems and SLA-driven environments.
- Proven ability to manage escalations and make timely operational decisions.

📌 Team Lead Technical Support - Dynamics 365 (Mumbai)
🏢 YO IT CONSULTING
📍 Mumbai