Technical Support Manager
9 hours ago
Job Overview:
We are looking for an experienced Technical Support Manager with a proven background in incident management, process orientation, and escalation management across L1, L2, and L3 levels. The ideal candidate will bring expertise in structured planning and execution, ensuring that support processes align with business objectives and deliver a high-quality experience for our clients.
Key Responsibilities:
- Incident Management: Lead end-to-end incident resolution, ensuring timely response and resolution. Monitor and refine incident management processes to minimize downtime and improve client satisfaction.
- Escalation Management: Effectively manage escalations at L1, L2, and L3, applying structured escalation protocols and ensuring high-stakes incidents are resolved within defined SLAs.
- Process Development & Optimization: Drive process-oriented approaches within the support team. Regularly review and refine support processes to ensure efficiency, quality, and alignment with industry best practices.
- Team Leadership & Management: Oversee and mentor the technical support team, providing guidance on incident handling and customer engagement. Ensure the team is equipped and trained for effective incident management.
- Performance Metrics & Reporting: Develop and track KPIs related to response times, resolution rates, and customer satisfaction. Provide regular reporting and insights to senior management on support operations.
- Cross-Functional Collaboration: Work closely with engineering, product, and customer success teams to address recurring issues and improve the product experience. Ensure clear communication between support and other departments.
- Quality Assurance: Implement quality checks and continuous improvement initiatives to enhance support responses and service reliability.
Qualifications:
- Experience: Minimum 5 years of experience in a technical support or incident management role, with a proven track record in managing L1, L2, and L3 escalations.
- Process-Oriented Approach: Demonstrated ability to implement and optimize support processes, ensuring efficient and effective incident resolution.
- Leadership Skills: Experience managing and developing support teams with a focus on performance and quality.
- Technical Knowledge: Strong understanding of technical troubleshooting and support methodologies. Ability to quickly diagnose and resolve complex technical issues.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.
- Certifications (preferred): ITIL, PMP, or other relevant certifications in incident management or service management.
Key Competencies:
- Strong problem-solving skills and analytical mindset
- Proficiency in using support tools and platforms (e.g., ticketing systems)
- Ability to work well under pressure and handle high-stress situations
- Commitment to customer satisfaction and continuous improvement
If you are a detail-oriented and process-driven leader passionate about managing and improving technical support operations, we’d love to hear from you
-
Technical Support Manager
9 hours ago
Delhi, India SMC Group Full timeJob Overview:We are looking for an experienced Technical Support Manager with a proven background in incident management, process orientation, and escalation management across L1, L2, and L3 levels. The ideal candidate will bring expertise in structured planning and execution, ensuring that support processes align with business objectives and deliver a...
-
Technical Support Manager
21 hours ago
delhi, India SMC Group Full timeJob Overview: We are looking for an experienced Technical Support Manager with a proven background in incident management, process orientation, and escalation management across L1, L2, and L3 levels. The ideal candidate will bring expertise in structured planning and execution, ensuring that support processes align with business objectives and deliver a...
-
Technical Support Manager
1 day ago
Delhi, India SMC Group Full timeJob Overview:We are looking for an experienced Technical Support Manager with a proven background in incident management, process orientation, and escalation management across L1, L2, and L3 levels. The ideal candidate will bring expertise in structured planning and execution, ensuring that support processes align with business objectives and deliver a...
-
Technical Support Manager
4 weeks ago
Delhi, Delhi, India JiBe ERP Full timeJob Title: Technical Support ManagerAt JiBe ERP, we are seeking a highly skilled Technical Support Manager to join our team. As a key member of our organization, you will be responsible for providing exceptional customer service and technical support to our clients.Job Responsibilities:Collaborate with cross-functional teams to ensure seamless customer...
-
Technical Support Manager
4 weeks ago
Delhi, Delhi, India JiBe ERP Full timeJob Title: Technical Support ManagerAt JiBe ERP, we are seeking a highly skilled Technical Support Manager to join our team. As a Technical Support Manager, you will be responsible for providing exceptional customer support and ensuring the smooth operation of our cloud-based ERP system.Key Responsibilities:Collaborate with Sales, Project Delivery Managers,...
-
Technical Support Manager
3 weeks ago
Delhi, Delhi, India AireSpring Full timeJob Title: Technical Support ManagerJob Summary:We are seeking a highly skilled Technical Support Manager to lead our Tier 2 operations team at AireSpring. The successful candidate will have a deep understanding of technical troubleshooting and a proven track record of managing high-performing teams.Key Responsibilities:Manage daily operational activity,...
-
Technical Support Manager
1 day ago
New Delhi, India SMC Group Full timeJob Overview:We are looking for an experienced Technical Support Manager with a proven background in incident management, process orientation, and escalation management across L1, L2, and L3 levels. The ideal candidate will bring expertise in structured planning and execution, ensuring that support processes align with business objectives and deliver a...
-
Technical Support Manager
4 weeks ago
Delhi, Delhi, India AireSpring Full timeJob DescriptionJob SummaryAireSpring is seeking a highly skilled Technical Support Manager to lead our Tier 2 operations team. As a key member of our technical support infrastructure, you will be responsible for managing daily operational activity, ensuring documented departmental policies and procedures are followed, and developing and maintaining...
-
Technical Support Manager
3 weeks ago
delhi, India ViewSonic Full timeViewSonic® Corporation, headquartered in Brea, California, is a leading global provider of computing, electronics, and communications solutions. Founded in 1987, ViewSonic’s mission is to be the preferred global brand of visual solutions as we continue to focus on AV-centric product offerings including HT /4K /Laser projector and IFP. ViewSonic continues...
-
Technical Support Manager
7 days ago
delhi, India ViewSonic Full timeViewSonic® Corporation, headquartered in Brea, California, is a leading global provider of computing, electronics, and communications solutions. Founded in 1987, ViewSonic’s mission is to be the preferred global brand of visual solutions as we continue to focus on AV-centric product offerings including HT /4K /Laser projector and IFP. ViewSonic continues...
-
Technical support manager
3 weeks ago
Delhi, India ViewSonic Full timeView Sonic® Corporation, headquartered in Brea, California, is a leading global provider of computing, electronics, and communications solutions. Founded in 1987, View Sonic’s mission is to be the preferred global brand of visual solutions as we continue to focus on AV-centric product offerings including HT /4 K /Laser projector and IFP. View Sonic...
-
Manager Biostatistics
4 days ago
delhi, India Manager, Biostatistics Full timePremier Research is looking for a Manager Biostatistics to join our Biostatistics team in India. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team...
-
Manager Biostatistics
20 hours ago
delhi, India Manager, Biostatistics Full timePremier Research is looking for a Manager Biostatistics to join our Biostatistics team in India. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team members...
-
Manager Biostatistics
7 days ago
delhi, India Manager, Biostatistics Full timePremier Research is looking for a Manager Biostatistics to join our Biostatistics team in India. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team members...
-
Manager Biostatistics
4 days ago
delhi, India Manager, Biostatistics Full timePremier Research is looking for a Manager Biostatistics to join our Biostatistics team in India. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team...
-
Manager Biostatistics
7 days ago
Delhi, India Manager, Biostatistics Full timePremier Research is looking for a Manager Biostatistics to join our Biostatistics team in India. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team members...
-
Manager Biostatistics
4 hours ago
delhi, India Manager, Biostatistics Full timePremier Research is looking for a Manager Biostatistics to join our Biostatistics team in India. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team members...
-
Technical Support Manager
1 week ago
Delhi, India ViewSonic Full timeViewSonic® Corporation, headquartered in Brea, California, is a leading global provider of computing, electronics, and communications solutions. Founded in 1987, ViewSonic’s mission is to be the preferred global brand of visual solutions as we continue to focus on AV-centric product offerings including HT /4K /Laser projector and IFP. ViewSonic continues...
-
Technical Support Manager
6 days ago
Delhi, India ViewSonic Full timeViewSonic® Corporation, headquartered in Brea, California, is a leading global provider of computing, electronics, and communications solutions. Founded in 1987, ViewSonic’s mission is to be the preferred global brand of visual solutions as we continue to focus on AV-centric product offerings including HT /4K /Laser projector and IFP. ViewSonic continues...
-
Manager biostatistics
5 days ago
Delhi, India Manager, Biostatistics Full timePremier Research is looking for a Manager Biostatistics to join our Biostatistics team in India. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team...
