Support Lead @ DMAIC Academy

Job Description

JD Role Tech support leads
Job ID
Job Requirements 
Job Title: Support Lead Core Banking
Experience Required: 7-12 Years

Job Location: Remote


We are hiring a Support Lead to manage a cross-regional team supporting Core Banking,
Merchant, and Biller systems across the US, India, and EU. The role demands strong process
and technical leadership to ensure effective service delivery, team coordination, and regular
client communication.


Key Responsibilities:

• Lead a team of 46 members providing L1 to L2 support across multiple regions
• Drive process and tech support efficiency through KPI tracking and operational best practices
• Act as the first escalation point for support issues and coordinate timely resolutions
• Conduct weekly client reporting calls and manage daily client escalations
• Ensure alignment with SLAs, incident response, and service delivery standards
• Collaborate with cross-functional teams for process improvement and documentation
• Oversee onboarding, KT, and continuous development of team members
• Senior Process and Tech support leads with domain knowledge in Core Banking, Merchant,
• Billers and Payment processing system. Basic knowledge of technology in Java, SQL is preferred.


Topics for Evaluation                              Percentage                 Mandatory / Non-Mandatory

Process & Tech support Lead experience     25                                  Mandatory
Core Banking                                           25                                  Mandatory
Finance, Merchant, Billing, Payment processing10                             Mandatory
Communication (Written & Oral)                 15                                  Mandatory
Support KPIs                                             10                                  Mandatory
Follow SOPs, Security Standards                  5                                   Mandatory
Documentation, multi-tasking                      5                                   Mandatory
Java, SQL                                                  5                                   Non-Mandatory

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