Senior Manager - Support Operations

Bangalore, Karnataka
Permanent
Full-time

1 day ago

We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customersand ensuring timely, high-quality resolutions to technical issues.WHAT YOU WILL BE DOING

Team Leadership: Lead and manage a team of technical support engineers,

providing guidance, mentorship, and support to ensure exceptional customerservice.Shift Management: Oversee night shift operations, ensuring optimal staffing,workload distribution, and timely responses to customer inquiries.Customer Escalations: Handle complex escalations, working closely withengineering, product, and other cross-functional teams to resolve high-priorityissues.Performance Monitoring: Establish and track key performance indicators(KPIs) for the team, including response times, resolution times, and customersatisfaction metrics.24x7 Support Strategy: Contribute to the design and implementation of 24x7support processes, optimizing efficiency and ensuring alignment with globalsupport operations.Training & Development: Identify skill gaps within the team and coordinatenecessary training and development programs to enhance technical and softskills.Continuous Improvement: Drive continuous improvement initiatives,leveraging customer feedback and support data to optimize processes anddeliver a superior customer experience.Collaboration: Work closely with other regional support teams to ensureknowledge sharing and consistency across support operations globally.Reporting: Prepare and present regular reports on team performance,operational challenges, and customer satisfaction to senior leadership.WHAT YOU BRING

7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role.
Proven track record of managing teams in a 24x7 support environment.
Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable.
Leadership: Strong people management skills with the ability to motivate and develop a team.
Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience.
Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving.
Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership.
Process-Oriented: Experience in defining and optimizing support processes and performance metrics.
Flexibility: Willingness to work night shifts and flexible hours to support global customers.
Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

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