Senior Manager Technical Support Operations
Senior Manager
ideal candidate
Location: NOIDA
Work Hours: 24x7 support model the candidate must be open to working in any shift, including weekends and changing shifts based on business requirements.
Key Responsibilities
Technical Support Management
- Oversee Support operations, ensuring timely and efficient resolution of issues.
- Collaborate with other Managers to define and implement policies and standard operating procedures.
- Manage urgent and complex escalations by coordinating with appropriate internal teams.
- Monitor support performance, analyse trends, and identify areas for improvement.
- Lead and mentor
Support Engineers
across regions, ensuring high performance. - Develop and implement
ITIL-based service management processes
to enhance service quality. - Establish and track
key performance indicators (KPIs)
and service level agreements (SLAs)
to measure IT effectiveness. - Ensure 24/7 support operations through effective shift planning, escalation management, and coverage.
- Drive
automation and AI-driven solutions
to improve efficiency in incident and request handling. - Ensure proper documentation and knowledge base management for efficient troubleshooting.
- Lead
cross-functional collaboration
across global teams to diagnose and resolve complex technical issues.
Customer & Stakeholder Engagement
- Serve as the primary point of contact for
customer escalations, executive reporting, and service-related concerns
. - Build and maintain strong relationships with internal departments, other support teams, and external vendors.
- Advocate for customers and implement continuous improvements to enhance their experience.
- Drive
customer engagement
across peers and senior management. - Handle
objections in dynamic customer environments
with strong situational awareness. - Work closely with
business stakeholders
to align support with organizational goals. - Ensure the team delivers a high level of
customer satisfaction
through world-class support services.
Leadership & Strategic Planning
- Set team goals aligned with organisation objectives and assist in defining individual performance targets.
- Provide regular
feedback, training, and mentorship
to support engineers, fostering their growth. - Take ownership of
critical customer escalations
and ensure timely resolution. - Provide
guidance, mentoring, and training
to leads, enabling their professional growth. - Drive
organizational initiatives, digital transformation
, and strategic projects. - Represent the organization in external forums and contribute to the industry’s best practices.
- Develop and maintain support procedures and policies while ensuring compliance with global standards.
Operational & Performance Management
- Ensure direct reports have access to resources, information, and processes for effective service delivery.
- Deliver
high-quality technical and soft-skills training
for team members. - Perform
performance reviews
, provide coaching, and support career development. - Manage support workflows and schedules to ensure adequate coverage and optimal workload distribution.
- Lead
FAQ analysis, case reviews, and customer feedback analysis
to drive service improvements. - Deliver
regular reports
with qualitative and quantitative insights on business performance. - Ensure compliance with security, IT governance, and risk management policies.
Issue Management & Continuous Improvement
- Lead issue management efforts involving multiple stakeholders, including customers and product teams.
- Analyse service desk performance metrics to identify trends and drive enhancements.
- Work in
high-pressure environments
with competing priorities under strict deadlines. - Identify and implement creative business solutions for complex problems.
Qualifications & Skills
Minimum Qualifications
Education
: Bachelor's or master’s degree in IT, Computer Science, or a related field
.Experience
: 10+ years
of overall experience in technical support operations, with at least 4-5+ years
in a technical support management role in a SaaS organisation.- Strong experience in
managing technical support professionals
in a fast-paced global environment.
Technical Skills
: - Strong understanding of
development life cycle
, IT infrastructure, enterprise and SaaS applications
. - Experience with
support tools, phone systems, and ITSM platforms
(ServiceNow, BMC Remedy, Salesforce, Jira etc.). - Good knowledge of Oracle SQL, Java.
Certifications (Preferred)
: ITIL v4, PMP, PRINCE2, Six Sigma
.Soft Skills
: Excellent leadership, communication, and problem-solving abilities
.- Strong ability to
manage change and drive digital transformation initiatives
. - Strong
executive presence
with the ability to engage and influence senior stakeholders. - Strong team player with a
service-oriented mind-set
and a keen focus on enhancing customer experience. - Ability to attract, hire, and retain top support talent.
- Analytical mind-set with the ability to derive actionable insights from data.
Preferred Qualifications
- Experience working in
multinational organizations
with a diverse workforce. - Ability to handle
critical customer escalations, objections, and high-pressure situations
. - Experience leading
cross-functional collaboration across global teams
. - Strong issue management experience, including
collaboration with customers and product teams
. - Experience with
SaaS applications
is a plus.
Additional Work Expectations
Work Location
: NOIDA – Onsite (Work from Office)
.Work Hours
: 24x7 support hub
– flexibility to work in any shift, including weekends, based on business needs.Rotation as Duty Manager
handling customer partner concerns and priority issues
.- Willingness to take on additional responsibilities assigned by management.
