12 - 17 years
25 - 40 Lacs
Posted:11 hours ago|
Platform:
Hybrid
Full Time
Hi,
It was great talking to you. As discussed, here is the role and requirements for the position.
We are seeking a dedicated and proactive Support Manager to lead our Maintenance and Support
Team and ensure timely resolution of Client issues. The ideal candidate will be responsible formanaging daily support operations, maintaining service quality, and acting as the primary pointof escalation for all production critical issues and defects.Key Responsibilities:• Support Manager is responsible for Resource Management - Coverage, availability,capability• Oversee support team performance and ticket resolution timelines• Manage escalations and ensure customer satisfaction• Collaborate with other support/dev teams to resolve recurring issues• Monitor KPIs and prepare regular support performance reports• Act as the primary escalation point• Identify, document, and mitigate Risks, Assumptions, Issue and Dependencies for theproject• Drive improvements in support processes and tools
Requirements:
• Proven experience in technical application maintenance & support projects andproduction support leadership role• Strong understanding of RAID management and issue escalation handling• Strong leadership, problem-solving, and communication skills• Familiarity with support tools (e.g., Jira, Service Now)• Ability to work effectively under pressure in a fast-paced environment• Good to have technical knowledge or hands on experience in Java, Sprint Boot, .Net,Python, Unix/Linux systems, AWS
Reyika
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