Senior Technical Support Specialist

As a Senior Manager Technical Support Operations at our company, you will play a crucial role in leading our global support team to deliver world-class customer support and ensure operational excellence. Your responsibilities will include: - Overseeing and optimizing global technical support operations for timely issue resolution. - Managing and mentoring support engineers across multiple regions to foster performance and growth. - Handling critical customer escalations and ensuring quick, effective resolutions. - Defining and monitoring KPIs & SLAs to maintain service excellence. - Driving automation, AI-driven solutions, and ITIL-based processes for continuous improvement. - Collaborating cross-functionally with product, engineering, and business teams to enhance support delivery. - Leading strategic initiatives, digital transformation, and service quality improvement programs. To be successful in this role, we are looking for candidates with: - 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 required: - Bachelors or Masters in IT, Computer Science, or related field. - Preferred Certifications: ITIL v4, PMP, PRINCE2, Six Sigma. - Excellent communication, leadership, and stakeholder management skills. Join our dynamic, globally distributed support organization where innovation, ownership, and customer success are at the core of everything we do. If you are ready to take charge and elevate technical support to the next level, we would love to connect with you. Interested candidates can share their resumes at saumya@skyleaf.global or apply directly via DM.,