Solutions and Helpdesk Lead

Responsibilities

• Lead L2 support operations for D365 and core applications across APAC by managing ServiceNow tickets, ensuring SLA/KPI compliance, handling triage and escalations, and driving root cause resolution.


• Govern change requests by managing intake, prioritization, requirement alignment with stakeholders, solution quality, and timely implementation.


• Lead and develop the regional BA and L2 support team by assigning workload, monitoring performance, building capabilities, and defining clear roles and escalation paths.


• Manage vendor and L3 support by acting as the primary contact, driving escalations and resolutions, monitoring SLA performance, and reducing dependency through internal capability building.


• Establish and enforce process governance by defining SOPs, monitoring SLA/KPI frameworks, standardizing practices across APAC, and maintaining knowledge management assets.


• Manage stakeholders by acting as the liaison between business, IT, and vendors, providing regular reporting, communicating incidents and risks, and supporting user adoption.


• Drive data-driven support optimization by analyzing ticket trends and system performance, identifying improvements, and supporting reporting and decision-making.

Requirements

•    Bachelor’s degree in Information Technology, Business, or related disciplines
•    Minimum 8–12 years of experience in ERP support or IT application management
•    At least 3–5 years in a leadership or team lead role
•    Strong hands-on experience in Microsoft Dynamics 365 (FO/CE) or equivalent ERP
•    Proven experience in incident management, CR governance, and system support
•    Experience working in regional / multi-country environments (APAC preferred)