REF99597Y_2026245189 - 4 to 7 years - Platform Support Analyst

 

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 support 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 support

Bachelor’s Degree