Support Lead - IT Operations

Support Lead \- IT Operations

Noida, Uttar Pradesh

• *Job Summary**
• --------------

**App Support \& Config Analyst (Mid\-Level)**Minimum

Epicor experience 3\-6 years Epicor ERP Support

Manufacturing ERP user\-facing support background preferred

• This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.*

• *Technical \& Functional Skills*** Epicor ERP functional knowledge focused on navigation, transactions, and user operations.
• Incident and request management (ITSM)
• Basic troubleshooting and how‑to support
• User access provisioning and role management
• Understanding of month‑end and quarter‑end processes to support users and escalate issues

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

• *Key Responsibilities**
• -----------------------

• *App Support \& Config Analyst (Mid\-Level) Minimum: Epicor experience 3\-6 years Epicor ERP Support Manufacturing ERP user\-facing support background preferred** This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.

• *Skill Requirements**
• ---------------------

• This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.*

• *Technical \& Functional Skills*** Epicor ERP functional knowledge focused on navigation, transactions, and user operations.
• Incident and request management (ITSM)
• Basic troubleshooting and how‑to support
• User access provisioning and role management
• Understanding of month‑end and quarter‑end processes to support users and escalate issues

• *Other Requirements**
• ---------------------

• *Service Desk \& Process Skills**

• Ticket intake, triage, prioritization, and routing
• Escalation management and vendor coordination
• Knowledge of SLAs, urgency vs. impact assessment
• Documentation and knowledge base usage
• **Communication \& Collaboration**

+ Clear, professional customer communication

+ Status updates and expectation management

+ Ability to work with internal teams and external vendors

+ Strong written and verbal communication skills

+ **Soft Skills**

• Customer service mindset
• Reliability and accountability
• Adaptability in fast‑paced, business‑critical cycles
• Professional judgment and escalation awareness