Lead Engineer I- Innovation - Admin

Withum is a place where talent thrives - where who you are matters. It's a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results. We empower clients with innovative tools and solutions to address their data, analytics, and business intelligence needs. At Withum, talent thrives—we recruit only the best and brightest people with a genuine passion for technology and impact.

The Innovation team is seeking a Product Support Lead based out of our Bengaluru office in India. This role will be responsible for overseeing the support of all Innovation platform products and services , ensuring smooth 24 / 7 operations with the help of internal team members and vendor partners. The Product Support Lead will collaborate with cross-functional teams and external service vendors to quickly identify and resolve issues, improve support processes, and align support activities with business needs and the product vision.

Withum's brand is a reflection of our people, our culture, and our strength. Withum has become synonymous with teamwork and client service excellence. The cornerstone of our success can truly be attributed to the dedicated professionals who work here every day, whose mission is to help our clients grow and thrive – to be in a position of strength . Our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

Key Responsibilities

As Product Support Lead , you will be accountable for the full spectrum of support operations for innovation platform products and services.

How you'll spend your time :

• Overseeing 24 / 7 Support Operations : Manage day-to-day product support activities to ensure continuous, high-quality support coverage around the clock. This includes scheduling and supervising a team that operates in shifts to provide seamless support for users globally.
• Incident & Problem Management : Monitor incoming support tickets via the IT Service Management system (e.g., ServiceNow) and ensure timely triage, assignment, and resolution of incidents. Coordinate root cause analysis for critical or recurring issues and drive problem management efforts to prevent future incidents, in line with ITIL best practices.
• Team Leadership & Mentoring : Lead a team of support engineers and specialists, providing guidance, training, and performance management. Foster a culture of excellence, accountability, and continuous improvement within the support team. Encourage knowledge sharing and professional development to build a high-performing support unit.
• Vendor Coordination : Collaborate with third-party Application Development vendors and service providers involved in product support. Escalate issues to vendor support as needed and ensure vendors meet their service obligations and Service Level Agreements (SLAs). Maintain clear communication and strong relationships with vendors to expedite problem resolution.
• ServiceNow Administration : Leverage the ServiceNow platform to track incidents, changes, and service requests. Ensure the support team follows best practices in ticket documentation, categorization, and closure. Optimize ServiceNow workflows and dashboards for efficiency and to enhance visibility into support metrics.
• SLA Monitoring & Reporting : Define and monitor Key Performance Indicators (KPIs) and SLAs for support (e.g., first response time, mean time to resolution, system uptime). Regularly report on support metrics and trends to stakeholders, using data to identify areas for improvement and to recognize outstanding performance.
• Process Improvement : Develop, document, and refine support processes and Standard Operating Procedures (SOPs) in line with ITIL or similar frameworks. Implement improvements such as faster escalation protocols, a robust knowledge base for common issues, and feedback loops with the development team to influence product quality and reliability.
• Collaboration with Product Teams : Work closely with Innovation product development teams to stay informed about new releases, features, and changes. Ensure the support team is prepared (through training or updated documentation) to support new product updates. Provide insights from support trends back to product and engineering teams to inform future product enhancements.
• Stakeholder Communication : Act as a point of escalation for major incidents or high-priority client issues. Communicate clearly and professionally with internal stakeholders (and clients, if applicable) during incidents, providing regular status updates and post-incident reports. Manage expectations and maintain confidence through effective communication during outages or service disruptions.
• Knowledge Management : Oversee the creation and maintenance of support documentation, RACI charts, FAQs, and a knowledge base. Ensure the support team documents solutions for known issues and that this knowledge is easily accessible to team members and end-users. Promote self-service where possible by publishing helpful articles or automated troubleshooting guides.
• Continuous Learning & Training : Stay up-to-date with the latest trends in IT support, customer service, and ITSM technologies. Conduct regular training sessions or drills for the support team (e.g., on new ServiceNow features, security practices, or updated support processes). Encourage a mindset of continuous learning and innovation to enhance support capabilities and user satisfaction.

Qualifications & Skills

The ideal candidate will possess :

Skills Required

It Service Management, Servicenow, Microsoft Azure, Itil