Support Manager

As a Support Manager at Iris Software, you will play a vital role in leading the Maintenance and Support Team to ensure timely resolution of client issues. Your responsibilities will include managing daily support operations, maintaining service quality, and being the primary point of escalation for all production critical issues and defects. You will be responsible for resource management, including coverage, availability, and capability of the support team. Monitoring team performance and ticket resolution timelines, managing escalations, and ensuring customer satisfaction will be key aspects of your role. Collaboration with other support and development teams to resolve recurring issues and driving improvements in support processes and tools will also be part of your responsibilities. Key Responsibilities: - Managing Resource Management - Coverage, availability, capability - Overseeing support team performance and ticket resolution timelines - Managing escalations and ensuring customer satisfaction - Collaborating with other support/dev teams to resolve recurring issues - Monitoring KPIs and preparing regular support performance reports - Acting as the primary escalation point - Identifying, documenting, and mitigating Risks, Assumptions, Issues, and Dependencies for the project - Driving improvements in support processes and tools Requirements: - Proven experience in technical application maintenance & support projects and production 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, Spring Boot, .Net, Python, Unix/Linux systems, AWS Mandatory Competencies: - App Support - App Support - L1, L2, L3 Support - BA - Project Management - Programming Language - Java - Core Java (Java 8+) - Programming Language - .Net Full Stack - JavaScript - Beh - Communication and collaboration - Operating System - Linux - Operating System - Unix - Middleware - API Middleware - Microservices - Data Science and Machine Learning - Python - Cloud - AWS - AWS Lambda, AWS EventBridge, AWS Fargate Join Iris Software and be part of a culture that values your talent, provides opportunities for growth, and offers world-class benefits to support your professional and personal well-being. Experience the difference of working at one of India's Top 25 Best Workplaces in the IT industry. Be valued, be inspired, be your best at Iris Software.,