Senior Manager - Support Operations

Saviynt

7-10 Years | Bangalore, Karnataka, India (Hybrid) | Full Time | 2 months ago

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Job Summary

We are seeking an experienced Manager to lead and manage a high-performing technical support team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers and ensuring timely, high-quality resolutions to technical issues.

Must Have

Lead and manage a team of technical support engineers, providing guidance, mentorship, and support.
Oversee night shift operations, ensuring optimal staffing, workload distribution, and timely responses.
Handle complex customer escalations, working closely with cross-functional teams.
Establish and track key performance indicators (KPIs) for the team.
Contribute to the design and implementation of 24x7 support processes.
Identify skill gaps and coordinate training and development programs.
Drive continuous improvement initiatives leveraging customer feedback and support data.
Work closely with other regional support teams for knowledge sharing and consistency.
Prepare and present regular reports on team performance and customer satisfaction.
7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role.
Proven track record of managing teams in a 24x7 support environment.
Strong people management skills with the ability to motivate and develop a team.
Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience.
Strong analytical and troubleshooting skills with a proactive approach to problem-solving.
Excellent verbal and written communication skills.
Experience in defining and optimizing support processes and performance metrics.
Willingness to work night shifts and flexible hours to support global customers.
Bachelor’s degree in Computer Science, Information Technology, or a related field.

Good to Have

Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow).

Job Description

WHAT YOU WILL BE DOING

Team Leadership: Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service.
Shift Management: Oversee night shift operations, ensuring optimal staffing, workload distribution, and timely responses to customer inquiries.
Customer Escalations: Handle complex escalations, working closely with engineering, product, and other cross-functional teams to resolve high-priority issues.
Performance Monitoring: Establish and track key performance indicators (KPIs) for the team, including response times, resolution times, and customer satisfaction metrics.
24x7 Support Strategy: Contribute to the design and implementation of 24x7 support processes, optimizing efficiency and ensuring alignment with global support operations.
Training & Development: Identify skill gaps within the team and coordinate necessary training and development programs to enhance technical and soft skills.
Continuous Improvement: Drive continuous improvement initiatives, leveraging customer feedback and support data to optimize processes and deliver a superior customer experience.
Collaboration: Work closely with other regional support teams to ensure knowledge sharing and consistency across support operations globally.
Reporting: Prepare and present regular reports on team performance, operational challenges, and customer satisfaction to senior leadership.

WHAT YOU BRING

7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role.
Proven track record of managing teams in a 24x7 support environment.
Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable.
Leadership: Strong people management skills with the ability to motivate and develop a team.
Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience.
Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving.
Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership.
Process-Oriented: Experience in defining and optimizing support processes and performance metrics.
Flexibility: Willingness to work night shifts and flexible hours to support global customers.
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.