Act as the technical lead and team leader for Tier 2 support of a new ERP system
Provide hands-on technical support and lead day-to-day operational execution, ensuring high availability, data integrity, and performance.
Serve as the primary escalation point for complex technical issues from Tier 1 support or business stakeholders.
Lead root cause analysis (RCA) and drive long-term fixes and platform improvements.
Partner with engineering, product, and external vendors during system build, rollout, hypercare and stabilization phases.
Design and implement monitoring, logging, and alerting solutions (App Insights, Azure Monitor, etc.).
Develop and maintain automation scripts, monitoring dashboards, and operational runbooks to improve support efficiency and reliability.
Mentor and guide team members, fostering a culture of technical excellence and continuous improvement.
Partner with business stakeholders to gather operational requirements, drive enhancements, and support onboarding of new dealers.
Report on operational metrics, risk remediation, and continuous improvement initiatives for leadership visibility.

Bachelor’s degree in Computer Science, Data Engineering, or related field.
Experience in technical support, platform operations, or production engineering, or similar roles
Hands-on experience supporting enterprise SaaS platforms in a production environment.
Hands-on experience supporting Microsoft Dynamics 365 and Azure-based platforms in a production or operational support role.
Strong working knowledge of cloud-based architectures and services.
Working knowledge of SQL with experience querying and validating data in cloud data platforms such as Snowflake to support troubleshooting and operational analysis.
Strong troubleshooting skills across application, integration, and data layers
Experience working within incident management processes and on-call support rotations.
Demonstrated ability to lead a small technical team or serve as a senior technical escalation point.
Excellent communication skills, with the ability to translate complex technical issues for business and leadership audiences.

Lead Digital Operations Support Analyst

Key skills