Senior Technical Support Specialist

We’re Hiring! Senior Manager – Technical Support Operations | NOIDA (Onsite)

Are you a passionate leader with strong technical expertise and a drive to deliver world-class customer support?

We’re looking for a Senior Manager – Technical Support Operations to lead our global support team, ensuring seamless service delivery, operational excellence, and customer satisfaction across regions.

📍 Location: Noida (Work from Office)

🕐 Work Hours: 24x7 Support Model – Flexibility to work in any shift, including weekends

Key Responsibilities:

Oversee and optimize global technical support operations, ensuring timely issue resolution.

Manage and mentor support engineers across multiple regions, fostering performance and growth.

Handle critical customer escalations and ensure quick, effective resolutions.

Define and monitor KPIs & SLAs to maintain service excellence.

Drive automation, AI-driven solutions, and ITIL-based processes for continuous improvement.

Collaborate cross-functionally with product, engineering, and business teams to enhance support delivery.

Lead strategic initiatives, digital transformation, and service quality improvement programs.

What We’re Looking For:

10+ years of experience in Technical Support Operations, with 4–5+ years in leadership roles within SaaS environments.

Strong understanding of IT infrastructure, development lifecycle, and enterprise/SaaS applications.

Hands-on experience with ServiceNow, BMC Remedy, Salesforce, Jira, etc.

Technical proficiency in Oracle SQL, Java.

Proven ability to manage global teams, drive process excellence, and handle high-pressure situations.

🎓 Qualifications:

Bachelor’s or Master’s in IT, Computer Science, or related field.

Preferred Certifications: ITIL v4, PMP, PRINCE2, Six Sigma.

Excellent communication, leadership, and stakeholder management skills.

Join us and lead a dynamic, globally distributed support organization where innovation, ownership, and customer success drive everything we do.

💡 If you’re ready to take charge and elevate technical support to the next level, we’d love to connect!

📩 Interested candidates can share their resumes at saumya@skyleaf.global or apply directly via DM.