Global Support Team Leader

We are seeking an experienced Global Support Team Leader to lead our Bhubaneswar-based outsourced development and support teams. This role is central to the operation and evolution of a globally deployed supply chain management solution, serving top-tier clients across multiple industries. The Global Support Team Leader will be responsible for managing platform support operations, driving resolution of client-reported issues, overseeing internal and client training, and managing the development roadmap in coordination with outsourced development partners. Team Leadership & Operations Lead and manage platform support and development teams (outsourced and internal). Oversee day-to-day client support operations, ensuring high-quality service delivery and issue resolution. Foster a collaborative and performance-oriented team culture. Client Support & Issue Resolution Manage client support requests, prioritization, and resolution. Coordinate with internal teams and external partners to ensure timely resolution of platform issues. Provide escalated support when needed and maintain client satisfaction. Training & Documentation Organize and oversee internal training programs to build platform expertise within the team. Develop and maintain up-to-date support documentation and knowledge bases for both internal and external users. Development Roadmap & Vendor Management Own and maintain the platform development roadmap. Collaborate with stakeholders to capture business needs, feature enhancements, and technical improvements. Manage outsourced development partners, ensuring deliverables meet quality, timelines, and scope expectations. Track and report on project progress, risks, and milestones. Process Improvement Continuously enhance support and development processes for efficiency and scalability. Implement best practices for incident management, change control, and quality assurance. Requirements: Bachelor's degree in Computer Science, Engineering, Supply Chain, or related field. 8 years of experience in IT support, software development management, or platform operations, preferably within supply chain or logistics domains. Proven leadership experience managing support teams and outsourced development teams. Strong understanding of software development life cycle (SDLC) and agile methodologies. Hands-on experience with issue tracking, ticketing, and project management tools. Excellent communication, client management, and stakeholder engagement skills. Ability to work effectively with global teams and manage time zone challenges.

Location: in, IN

Posted Date: 4/30/2025