Product Support Manager

Role Summary:

Key Responsibilities:

• Lead, recruit, and mentor a team of support engineers handling cloud infrastructure services (IaaS).
• Manage end-to-end team performance on defined KPIs, including ticket resolution, customer satisfaction, and operational excellence.
• Serve as a primary escalation point for customers and internal teams for complex or unresolved issues.
• Monitor and improve team performance-conduct regular 1:1s, team meetings, and performance appraisals.
• Screen, interview, and onboard technical talent, ensuring knowledge transfer and ongoing up-skilling.
• Drive process improvements, documentation, and knowledge management in the team.
• Actively participate in management and KPI meetings, preparing presentation materials and tracking action items.
• Collaborate with global teams to share best practices and continuously enhance support operations.
• Proactively monitor customer issues, communicating status updates throughout the incident lifecycle.
• Perform Duty Manager role for assigned shifts, including after-hours/escalation management when required.

Required Qualifications:

• Passion for customer satisfaction, strong customer-centric mindset.
• Strong understanding of cloud computing concepts, platforms, compute, networking, and troubleshooting and very good understanding of Database and related concepts
• Strong understanding of AI and its related concepts
• Demonstrated ability to resolve escalated technical issues and participate in/run incident bridges.
• Experience with KPI setup, tracking, and performance management.
• Bachelor's degree or equivalent experience.
• 3+ years of IT support management experience, primarily with core infrastructure or cloud products.

Preferred Qualifications:

• Familiarity with ITIL processes and industry security/compliance standards.
• Cloud certification (any major provider) is a plus.
• Previous experience working with NOC or similar support environments.
• Hands-on experience designing, implementing, or supporting cloud infrastructure solutions.
• Experience with knowledge management initiatives.
• Ability to work independently and collaboratively in a distributed, agile, and rapidly evolving environment.
• Strong analytical, troubleshooting, and technical leadership skills.

Key Responsibilities:

• Lead, recruit, and mentor a team of support engineers handling cloud infrastructure services (IaaS).
• Manage end-to-end team performance on defined KPIs, including ticket resolution, customer satisfaction, and operational excellence.
• Serve as a primary escalation point for customers and internal teams for complex or unresolved issues.
• Monitor and improve team performance-conduct regular 1:1s, team meetings, and performance appraisals.
• Screen, interview, and onboard technical talent, ensuring knowledge transfer and ongoing up-skilling.
• Drive process improvements, documentation, and knowledge management in the team.
• Actively participate in management and KPI meetings, preparing presentation materials and tracking action items.
• Collaborate with global teams to share best practices and continuously enhance support operations.
• Proactively monitor customer issues, communicating status updates throughout the incident lifecycle.
• Perform Duty Manager role for assigned shifts, including after-hours/escalation management when required.

Career Level - M2