Lead Support Engineer

Job Title- Lead Support Engineer

Position type- Full Time

Work Location- Bangalore/Noida/Gurgaon

• Working style- Hybrid
• Required education and certifications critical for the role-
• A bachelor’s degree in technology
• Required years of experience –
• 10+ years of relevant experience

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS

As part of scaling technology talent within Aon IT Scale team is application development practice which cuts across multiple different solution lines.

GENERAL DESCRIPTION OF ROLE

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 RESPONSIBILITIES

The team this role supports is a collection of business subject matter experts, analysts, data scientists, data engineers, developers and actuaries.

Demonstrated competencies in this role may lead to further growth opportunities in the areas of application development, data engineering or data analysis.

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.

Proactively identify and highlight anomalies such as system outages, performance degradation, unusually high-ticket volumes or recurring issues to leadership, and prepare clear weekly metrics and trend reports using advanced Excel to support data‑driven decisions.

SKILLS/COMPETENCIES REQUIRED

• Strong analytical and problem‑solving skills, with demonstrated experience in production or application support.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non‑technical stakeholders.
• 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.
• Eagerness to learn new tools and technologies and maintain a thorough understanding of supported applications and environments.
• Strong Excel skills (advanced formulas, pivot tables, charts, lookups, and preferably Power Query/Power Pivot) for analyzing support data and building operational reports.
• 2575946