Senior Manager - Support Operations

Bengaluru
Support – Customer Support /
Full-Time /
Hybrid
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 customers
and 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 customer
      service.
      Shift Management: Oversee night shift operations, ensuring optimal staffing,
      workload distribution, and timely responses to customer inquiries.
      Customer Escalations: Handle complex escalations, working closely with
      engineering, product, and other cross-functional teams to resolve high-priority
      issues.
      Performance Monitoring: Establish and track key performance indicators
      (KPIs) for the team, including response times, resolution times, and customer
      satisfaction metrics.
      24x7 Support Strategy: Contribute to the design and implementation of 24x7
      support processes, optimizing efficiency and ensuring alignment with global
      support operations.
      Training & Development: Identify skill gaps within the team and coordinate
      necessary training and development programs to enhance technical and soft
      skills.
      Continuous Improvement: Drive continuous improvement initiatives,
      leveraging customer feedback and support data to optimize processes and
      deliver a superior customer experience.
      Collaboration: Work closely with other regional support teams to ensure
      knowledge 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.