Tech Support Manager

Experience

: 8.00 + years

Salary

: INR 800000-1200000 / year (based on experience)

Shift

: (GMT+05:30) Asia/Kolkata (IST)

Opportunity Type

: Office (Gurugram)

Placement Type

: Full time Permanent Position

(*Note: This is a requirement for one of Uplers' client - OYO)What do you need for this opportunity?Must have skills required:Tech Support Manager, Technical Support Manager, Incident manager, Incident Management, Root Cause Analysis, RCA, Problem Management, Jira, ServiceNow, ticketing toolsOYO is Looking for:

Job Title: Tech Support ManagerLocation: GurugramShift: Night Shift (Global Team Support)Employment Type: Full-time

About the Role:

We are looking for an experienced Tech Support Manager to lead our global tech support operations. The ideal candidate will ensure high availability of applications and infrastructure, oversee incident management, and collaborate with cross-functional teams for seamless operations. This role requires someone who can thrive in a high-pressure environment and manage a 24x7 team effectively.

Key Responsibilities:

• Manage Tech Support Operations: Drive ticket resolution within defined SLAs, ensuring operational excellence.
• Incident Management: Implement best practices for incident response, root cause analysis (RCA), and problem management.
• Cross-Team Collaboration: Work closely with development and product teams to set up and support different environments.
• Roster & Availability Management: Maintain team schedules to ensure 24x7 coverage.
• Team Development: Conduct monthly one-on-one sessions with team members to provide feedback, address challenges, and define growth paths.
• Severity Tracking: Maintain the Sev1 availability sheet and follow up on unresolved critical issues.
• Sharing a weekly Technology Support Performance Report with leadership, covering ticket volumes, severity levels, and overall team productivity
  

Required Skills & Qualifications:

• Proven expertise in technical troubleshooting and release management.
• Strong leadership and team management skills with experience in handling global teams.
• Excellent decision-making and analytical abilities.
• Ability to collaborate effectively across multiple functions in a fast-paced environment.
  

How to apply for this opportunity?

• Step 1: Click On Apply! And Register or Login on our portal.
• Step 2: Complete the Screening Form & Upload updated Resume
• Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
  

About Uplers:

Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!