Technical Support Manager

Tech Support Manager

Experience:8-9 Years Exp

Salary : 8-12 LPA

Preferred Notice Period: Within 15 Days

Shift: Night Shift (Global Team Support)

Opportunity Type: In Office (Gurugram)

Placement Type: Permanent

(*Note: This is a requirement for one of Uplers' Clients)

Must have skills required :

OR

OYO (One of Uplers' Clients) is Looking for:

IOS Developer II who is passionate about their work, eager to learn and grow, and who is committed to delivering exceptional results. If you are a team player, with a positive attitude and a desire to make a difference, then we want to hear from you.

About The Role:

Job Title: Tech Support Manager

Location: Gurugram

Shift: 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.

About Our Client:

OYO is a global platform that aims to empower entrepreneurs and small businesses with hotels and homes by providing full-stack technology products and services that aims to increase revenue and ease operations; bringing easy-to-book, affordable, and trusted accommodation to customers around the world. OYO offers 40+ integrated products and solutions to patrons who operate over 157K hotel and home storefronts in more than 35 countries including India, Europe, and Southeast Asia. OYO was founded by 27-year-old Ritesh Agarwal, the first Asian resident to be accepted to the Thiel Fellowship (started by Paypal founder Peter Thiel). OYO operates a unique business model that helps its patrons transform fragmented, unbranded and underutilized hospitality assets into branded, digitally-enabled storefronts with higher revenue generation potential and provides its customers with access to a broad range of high-quality storefronts at compelling price points. Owners and operators of over 157K storefronts use the OYO platform to manage all mission-critical aspects of their business operations. OYO’s comprehensive, full-stack technology suite integrates more than 40 products and services across digital sign-up and onboarding, revenue management, daily business management and D2C stacks into two flagship patron applications, Co-OYO and OYO OS. OYO customers can book storefronts through OYO’s own D2C channels and through indirect channels with third-party OTAs. The OYO App offers a variety of digital tools to guide customers throughout their journey, including discovery, seamless booking, pre-stay assistance, cancellations, digital check-ins as well as in-stay and post-stay services. With over 100 mn downloads, the OYO App was the 3rd most downloaded travel app in 2020. OYO Wizard, OYO’s loyalty program, has 9.2 million members and is the second largest loyalty program run by a travel or food brand in India, by subscriber base.

About Uplers:

Our goal is to make hiring and getting hired reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant product and engineering job opportunities and progress in their career.

(Note: There are many more opportunities apart from this on the portal.)

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!