Tech Lead, Client Tech Support Engineering

Overview

Provide technical leadership, operational governance, and strategic direction for client technology support services. Ensure application stability, operational excellence, team capability development, and delivery of client support objectives.

What you'll do

• Serve as the primary technical authority for supported applications.
• Define support strategies, standards, and best practices.
• Provide guidance during major incidents and critical production events.
• Review technical designs, operational procedures, and support readiness.
• Ensure compliance with SLAs, operational KPIs, and client commitments.
• Drive continuous improvement initiatives and automation opportunities.
• Monitor support performance metrics and identify improvement areas.
• Lead operational reviews and service improvement plans.
• Govern major incident management processes.
• Lead root cause analysis and corrective action planning.
• Drive reduction of recurring defects and operational risk.
• Coordinate cross-functional teams during high-severity incidents.
• Mentor and coach support engineers across all levels.
• Conduct technical reviews and knowledge-sharing sessions.
• Support hiring, onboarding, and capability development initiatives.
• Foster a culture of ownership, innovation, and continuous learning.
• Provide leadership during major incidents, production events, and escalations outside standard business hours.

What you'll need

• Expert knowledge of Oracle SQL and PL/SQL.
• Strong database performance analysis and troubleshooting expertise.
• Deep understanding of enterprise-scale database architectures.
• Expert understanding of .NET application ecosystems.
• Experience supporting large-scale distributed applications.
• Strong knowledge of integrations, APIs, logging frameworks, middleware, and application architecture.
• Technical leadership and decision-making.
• Strategic thinking and operational excellence.
• Strong mentoring and coaching capabilities.
• Excellent verbal and written communication skills with the ability to engage effectively with clients, stakeholders, and cross-functional teams.
• Proven experience discussing product functionality, technical concepts, and system behaviour with clients in a clear and professional manner.
• Strong troubleshooting and problem-solving background, with a demonstrated track record of analysing technical issues and guiding clients through resolution.
• Strong understanding of mission-critical banking applications, payment processing, transaction flows, application dependencies, and production support controls.
• Ability to assess operational risk, SLA impact, and client impact during complex incidents and production events.
• Ability to support and lead teams operating across rotational shifts and global coverage windows.
• Willingness to provide technical escalation support during late-evening, overnight, early-morning, and critical production support windows.
• Ability to support US-aligned business hours, swing-shift coverage, and bridge coverage between global support locations.
• Ability to provide leadership during major incidents, production events, and escalations outside standard business hours.

Nice to have

• Banking or financial services domain expertise.
• Experience supporting or leading 24x7 production support environments.

Details

• Location: Pune, India.
• Support includes rotational shifts and global coverage windows.
• Coverage may include late-evening, overnight, early-morning, US-aligned business hours, swing-shift coverage, and bridge coverage between global support locations.