Lead Support Engineer
Aon Hewitt · Gurugram · onsite · Posted 1d ago
Undisclosed10–15 yrsfulltimeSourced from
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About this role
Job Summary
Job Details
Responsibilities
Requirements
Skills/Competencies
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
As a Lead Support Engineer you will be responsible for providing and leading a team to deliver technical support and troubleshooting assistance to users of our proprietary applications. You will work closely with our development team to identify and resolve issues. The ideal candidate will have excellent communication skills, a strong attention to detail, critical thinking skills and the ability to thrive in a fast-paced environment and have demonstrated people management experience.
Job Details
- Position type: Full Time
- Work Location: Bangalore, Noida, Gurgaon
- Working style: Hybrid
Responsibilities
- Lead and mentor a team of specialists to ensure full coverage during Monday-Friday business hours
- Provide guidance and support to ensure the team meets performance goals and objectives
- Oversee day-to-day operations of the application support team, including prioritizing and delegating tasks
- Act as the primary escalation point for complex issues raised by L1/L2 support or business users
- Document troubleshooting steps, known errors, workarounds and standard operating procedures to improve support efficiency and knowledge sharing
- Provide first and second-level technical support for applications via phone, email or ticketing system
- Contribute to continuous improvement initiatives in ticket reduction, monitoring, automation and appropriate AI usage (for example, using AI copilots or knowledge bots to answer repetitive day-to-day queries or surface known solutions faster)
- Proactively identify and highlight anomalies such as system outages, performance degradation, unusually high-ticket volumes or recurring issues to leadership, and prepare and present weekly metrics and trends to support data-driven decisions and prioritization
Requirements
- A bachelor's degree in technology
- 10+ years of relevant experience
Skills/Competencies
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- High attention to detail and a structured approach to incident analysis and documentation
- Experience diagnosing and troubleshooting application, data and integration issues, ensuring timely resolution and minimal disruption to business operations
- Ability to develop and maintain strong relationships with internal stakeholders, including development, infrastructure and business teams
- Experience with monitoring tools, logs and alerts to track system performance and availability
- Openness to adopting automation and AI-assisted tools (for example, for log analysis, pattern detection, knowledge search or handling routine queries) in line with Aon's technology and governance standards
- Willingness to provide support during non-standard business hours when required for critical incidents or planned changes
- Strong Excel skills (advanced formulas, pivot tables, charts, lookups, and preferably Power Query/Power Pivot) for analyzing support data and building operational reports
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
lead supportAutomationL2 SupportAdvanced Excellog analysisIncident AnalysisApplication SupportMonitoring ToolsData EngineeringCommunication Skillsoperationsdata analysisApplication DevelopmentBusiness OperationsArtificial Intelligence
About Aon
Aon Hewitt
Financial Services
13.0k+
employees
1940
86 years old
London
United Kingdom (UK)
₹9.2L PA avg
Avg at Aon
About
Aon exists to shape decisions for the better. They protect and enrich the lives of people around the world.
Industries
Financial Services
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10 reviews
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