Support Lead - IT Operations
India
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Job Description
Support Lead - IT Operations
Noida, Uttar Pradesh

Job Summary

App Support & Config Analyst (Mid-Level)

 

Minimum:

Epicor experience 3-6 years Epicor ERP Support

Manufacturing ERP user-facing support background preferred

This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.

 

Technical & Functional Skills

  • Epicor ERP functional knowledge focused on navigation, transactions, and user operations.
  • Incident and request management (ITSM)
  • Basic troubleshooting and how‑to support
  • User access provisioning and role management
  • Understanding of month‑end and quarter‑end processes to support users and escalate issues

 

This role does not perform sys admin, upgrades, or database work and escalates all platform and data issues.

 

 

Key Responsibilities

App Support & Config Analyst (Mid-Level)   Minimum: Epicor experience 3-6 years Epicor ERP Support Manufacturing ERP user-facing support background preferred This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.  

Skill Requirements

This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.

 

Technical & Functional Skills

  • Epicor ERP functional knowledge focused on navigation, transactions, and user operations.
  • Incident and request management (ITSM)
  • Basic troubleshooting and how‑to support
  • User access provisioning and role management
  • Understanding of month‑end and quarter‑end processes to support users and escalate issues

 

 

Other Requirements

Service Desk & Process Skills

  • Ticket intake, triage, prioritization, and routing
  • Escalation management and vendor coordination
  • Knowledge of SLAs, urgency vs. impact assessment
  • Documentation and knowledge base usage

  • Communication & Collaboration

    • Clear, professional customer communication
    • Status updates and expectation management
    • Ability to work with internal teams and external vendors
    • Strong written and verbal communication skills

    • Soft Skills

      • Customer service mindset
      • Reliability and accountability
      • Adaptability in fast‑paced, business‑critical cycles
      • Professional judgment and escalation awareness
      •  
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.