Support Manager (Exp-5+ Yrs)
Core
Own end-to-end support delivery for L1, L2, and L3 tickets across a 24x7 model, managing operations, SLA performance, and team leadership.
Role type
Senior IC Support Manager
Builds
Support operations, automation initiatives, and service improvement plans
Domain
IT Services / SaaS / EdTech
Required skills
Technical support management, SLA management, ITSM systems, AWS Cloud services, Python, RCA, stakeholder management
Preferred skills
Distributed team management, B2B SaaS experience, Cloud monitoring tools, Audit/compliance processes
Technologies
Freshservice, Remedy, ServiceNow, Jira, AWS CloudWatch, Python
Responsibilities
Manage support ticket system end-to-end ensuring SLA adherence, Generate and present Support SLA reports to stakeholders, Drive usage and customer satisfaction surveys, Design and implement Service Improvement plans, Coordinate shift handovers for 24x7 coverage, Lead support team training and performance reviews, Manage day-to-day workload allocation, Drive automation and AI-based support initiatives, Act as primary escalation point for high-severity incidents, Oversee AWS CloudWatch monitoring for proactive issue detection, Own RCA documentation and knowledge base creation
Seniority
Senior, hands-on IC
