REF99597Y_2026245189 - 4 to 7 years - Platform Support Lead

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, and quality expectations

Manage shift planning, coverage risks, leave balancing, and 24×7 continuity

Expertise in Zendesk; escalation governance; ticket quality management

Team Management

Lead, mentor, and coach junior/senior analysts

Conduct performance and quality reviews; feedback sessions

Identify skill gaps; drive training, nesting, and knowledge development

Uphold productivity, quality, documentation, and CX standards

Support hiring, onboarding, and capability building

Foster culture of accountability, responsiveness, and ownership

Required Qualifications

Bachelor’s degree in Computer Engineering or equivalent.

5–7 years in platform/SaaS/technical/app supportPlatform 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, and quality expectations

Manage shift planning, coverage risks, leave balancing, and 24×7 continuity

Expertise in Zendesk; escalation governance; ticket quality management

Team Management

Lead, mentor, and coach junior/senior analysts

Conduct performance and quality reviews; feedback sessions

Identify skill gaps; drive training, nesting, and knowledge development

Uphold productivity, quality, documentation, and CX standards

Support hiring, onboarding, and capability building

Foster culture of accountability, responsiveness, and ownership

Required Qualifications

Bachelor’s