Senior Manager - Technical Support
New
India, 24/7 global operationsFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Microsoft Power BIPeople ManagementJiraAgile methodologies
Requirements
- 5+ years of leadership experience in client-facing technical support or service operations
- Strong understanding of multi-channel support environments (phone, chat, email, portal)
- Experience with tools such as Salesforce Service Cloud and Jira
- Background in reporting and analytics tools such as Power BI or Salesforce reporting
- Proven ability to manage escalations and resolve complex customer issues
- Experience in hiring, performance management, coaching, and HR-related processes
- Strong communication, stakeholder management, and cross-functional collaboration skills
- Familiarity with Agile methodologies and large-scale support operations
Responsibilities
- Lead recruitment, onboarding, coaching, and performance management of global technical support teams
- Oversee multi-channel support operations ensuring SLA adherence and high service quality
- Manage escalations, including high-priority client issues and critical incident communications
- Drive KPI performance across response time, resolution time, and customer satisfaction metrics
- Partner with engineering, product, and implementation teams to resolve systemic issues and improve processes
- Lead operational transformation initiatives and support integration of acquisitions into support workflows
- Ensure timely communication during incidents, maintenance events, and product releases
- Oversee reporting, analytics, and documentation to support leadership decision-making and operational visibility
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