Application Support Specialist

Job Title: Web Platform Support Lead

Location: Pune / Mohali / Hyderabad

Department: Web Platform Team

Direct Manager: Web Platform Owner

Job Summary:

• Mission of Web Platform Support Lead is to strive for service and process excellence for all support matters within Web Platform Team and thus contribute strategical and tactical targets to enhance Group's digital vision and business communication strategy.

Responsibilities:

• Lead a team of Web Platform Support Specialists, which consists of motivating, developing and appraising subordinate employees, planning support operations, recruiting and training new members and managing the team on daily basis.
• Assure required level of service quality through guidelines and KPIs.
• Facilitate trainings and webinars to increase digital knowledge for all stakeholders.
• Resolve escalations reported by various stakeholders served.
• Contribute to ad-hoc projects and improvements initiatives internally within the Team, but also towards.
• Own the support processes (Incident, Request and Knowledge management) including its tools.

Qualifications:

• 3-5 years of experience in digital area, customer service or helpdesk.
• Proven experience in managing a team and leadership skills.
• Excellent command of written and spoken English.
• Good verbal and written communication skills.
• Computer literacy, familiarity of Microsoft Office apps.
• University degree in related field or equivalent gained through working experience.

Personality requirements:

• Strongly customer oriented, service and business minded.
• Eagerness to learn new things and technologies, curious mindset.
• Ability to adapt to changing priorities, well-organised and systematic.
• Pro-active & result driven approach.
• Ability to present for various audiences, share knowledge.
• Process oriented, enthusiasm for constant process improvements, ability to execute.
• Ability to work in multi-cultural environment.
• Ability to take responsibility and ownership.

Company Description: Bits in Glass - India

Bits in Glass is a leading software consulting firm specializing in innovative data solutions and enterprise applications.

• Industry Leader:
• Bits in Glass(BIG) has been in business for more than 20 years. In 2021 Bits in Glass joined hands with Crochet Technologies, forming a larger organization under the Bits In Glass brand to better serve customers across the globe.
• Offices across three locations in India: Pune, Hyderabad & Chandigarh.
• Specialized Pega partner since 2017, delivering Pega solutions with deep industry expertise and experience.
• Proudly ranked among the top 30 Pega partners, Bits In Glass has been one of the very few sponsors of the annual PegaWorld event.
• Elite Appian partner since 2008, delivering Appian solutions with deep industry expertise and experience.
• Operating in the United States, Canada, United Kingdom, and India.
• Dedicated global Pega CoE to support our customers and internal dev teams.
• Specializes in Databricks, AI, and cloud-based data engineering to help companies transition from manual to automated workflows.
• Employee Benefits:
• Career Growth: Opportunities for career advancement and professional development.
• Challenging Projects: Work on innovative, cutting-edge projects that make a global impact.
• Global Exposure: Collaborate with international teams and clients to broaden your professional network.
• Flexible Work Arrangements: Support for work-life balance through flexible working conditions.
• Comprehensive Benefits: Competitive compensation packages and comprehensive benefits including health insurance, and paid time off.
• Learning Opportunities- Great opportunity to upskill yourself and work on new technologies like AI-enabled Pega solutions, Data engineering, Integration, cloud migration etc.
• Company Culture:
• Collaborative Environment: Emphasizes teamwork, innovation, and knowledge sharing.
• Inclusive Workplace: Values diversity and fosters an inclusive environment where all ideas are respected.
• Continuous Learning: Encourages professional development through ongoing learning opportunities and certifications.
• Core Values:
• Integrity: Commitment to ethical practices and transparency in all business dealings.
• Excellence: Strive for the highest standards in everything we do.
• Client-Centric Approach: Focus on delivering the best solutions tailored to client needs.