Tech Support Lead

About Azim Premji Scholarship

The Foundation initiated the Azim Premji Scholarship to support girl students from disadvantaged backgrounds to pursue their college education. This program will be launched in phases starting with select geographies and will cover the entire country in the next few years. For more details, please visit our website.

Job Description:

The Tech Support Lead will manage and strengthen operational technology systems supporting the Scholarship program, with a focus on issue tracking, reporting, and platform operations. The role involves maintaining structured support systems, analysing issue trends, and ensuring timely resolution to enable smooth program operations.

The Tech Support Lead will be responsible for generating reports, identifying patterns in system usage and issues, and sharing insights with the scholarship operations team to support decision-making. The role includes coordinating with technology partners for platform setup and ensuring seamless functioning of communication systems such as WhatsApp and softphones.

The Tech Support Lead will also manage user access and system configurations, coordinate with IT teams to resolve operational issues, and support maintenance of key databases such as schools and colleges. The role requires attention to detail, coordination across teams, and the ability to ensure continuity and efficiency in day-to-day technology operations.

The Tech Support Lead will continuously monitor operational workflows, identify gaps, and recommend improvements to enhance system effectiveness. The role also involves ensuring all system changes are documented and aligned with structured process flows, while supporting the development and maintenance of technical user manuals across platforms.

The ideal candidate is an organised and process-driven professional with strong problem-solving skills, capable of managing operational systems and supporting large-scale program delivery.

Roles & Responsibilities:

1. Maintain support trackers capturing issues, status, and resolution timelines
2. Generate reports, analyse patterns, and share insights with scholarship operations teams
3. Support setup and management of WhatsApp platform with technology partners
4. Manage softphone systems, including enabling/disabling users and coordinating with IT for issue resolution
5. Support smooth functioning of communication and operational platforms
6. Maintain and manage master databases of schools and colleges
7. Coordinate with internal teams and technology partners to ensure operational continuity

Qualification and Experience:

1. Graduate in any discipline; candidates with exposure to technology operations, support systems, or development sector preferred
2. Minimum 4 years of relevant experience in technology operations, system support, reporting, or program operations

Technical Skills & Tools:

1. Experience in issue tracking systems, reporting, and data analysis
2. Familiarity with communication platforms (WhatsApp integrations, softphones, cloud telephony)
3. Proficiency in MS Office/Google tools for reporting and data management
4. Ability to manage and maintain structured databases
5. Experience coordinating with IT teams and external technology partners

Skills and Attributes:

1. Strong organisational skills with ability to manage multiple operational workflows
2. Attention to detail in tracking, reporting, and data management
3. Problem-solving approach to resolve system and operational issues
4. Effective coordination and communication with internal teams and partners
5. Comfortable working in an in-office environment