Support Manager

Job Description

We are seeking a dedicated and proactive Support Manager to lead our Maintenance and Support Team and ensure timely resolution of Client issues. The ideal candidate will be responsible for managing daily support operations, maintaining service quality, and acting as the primary point of escalation for all production critical issues and defects. Key Responsibilities: Support Manager is responsible for Resource Management - Coverage, availability, capability Oversee support team performance and ticket resolution timelines Manage escalations and ensure customer satisfaction Collaborate with other support/dev teams to resolve recurring issues Monitor KPIs and prepare regular support performance reports Act as the primary escalation point Identify, document, and mitigate Risks, Assumptions, Issue and Dependencies for the project Drive 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, Sprint Boot, . Net, Python, Unix/Linux systems, AWS Mandatory Competencies App Support - L1, L2 Support BA - Project Management Java - Core JAVA Others - Micro services . NET FullStack - Javascript Python - Python Cloud - AWS Java - Unix Java - Linux Beh - Communication and collaboration At Iris Software, we offer world-class benefits designed to support the financial, health and well-being needs of our associates to help achieve harmony between their professional and personal growth. From comprehensive health insurance and competitive salaries to flexible work arrangements and ongoing learning opportunities, were committed to providing a supportive and rewarding work environment. Join us and experience the difference of working at a company that values its employees success and happiness.