Web Platform Support Lead

About the role

We are looking for a Web Platform Support Lead to drive service and process excellence within our Web Platform Team. The role will support the Group’s digital vision and business communication strategy across our locations in Pune, Mohali and Hyderabad.

Key responsibilities

• Lead and develop a team of Web Platform Support Specialists, handling recruitment, training and performance management.
• Maintain service quality by defining guidelines and monitoring KPIs.
• Organise trainings and webinars to raise digital knowledge among stakeholders.
• Handle escalations from internal and external stakeholders.
• Participate in ad‑hoc projects and continuous improvement initiatives.
• Own the Incident, Request and Knowledge management processes and associated tools.

Required profile

• 3‑5 years of experience in digital services, customer service or help‑desk environments.
• Proven team‑leadership experience.
• Excellent written and spoken English with strong communication skills.
• University degree in a related field or equivalent work experience.

Required skills

• Proficiency with Microsoft Office applications.