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Aifa Labs logo

Technical Support Manager

8 - 13 years

25 - 30 Lacs

hyderabad

Posted:-1 days ago| Platform: Naukri logo

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Skills Required

computer science basic application support ticketing usage linux networking windows troubleshooting technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview

As Support Manager you will be responsible for the initial triage of alerts, basic health monitoring, and handling user queries.
Responsibilities
Serve as the first point of contact for end-users via incident/ticketing system, phone, or email.
Handle basic troubleshooting for common issues such as system access and application usage
Monitor dashboards and alerting systems to manage real-time incident reporting and escalation.
Perform initial diagnosis and classification of incidents and requests
Execute pre-defined checks and scripts for server health monitoring
Maintain communication with end users for status updates.
Log, triage and prioritize incidents based on severity and ensure timely communication and tracking.
Escalate unresolved issues to L2 team with proper documentation
Document all solutions and support activities for knowledge base improvement.

Required Skills & Experience

8 years of IT Infra/Application support experience
Familiarity with Linux/Windows environments
Basic understanding of networking and system health indicators
Knowledge of monitoring tools (OpenSearch, Grafana, or similar) is a plus
Customer-centric mindset and capability to work in fast-paced, high-availability environments.
Availability for on-call rotation (for urgent P1/P2 issues outside standard hours)
Strong communication and documentation skills
Work Model
Primary: 16x5 (Mon Fri)
On-call: Off-hours support for P1/P2 incidents as per rotation.

Qualifications

Bachelors degree in computer science, IT, or equivalent
ITIL Foundation certification preferred

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