Support Manager

Job Description

Why Join Us
Are you inspired to grow your career at one ofIndia's Top 25 Best Workplaces in IT industryDo you want to do the best work of your life at one of thefastest growing IT services companies Do you aspire to thrive in an award-winning work culture thatvalues your talent and career aspirations It'shappening right hereat Iris Software.

About Iris Software
At Iris Software, our vision is to be our client's most trusted technology partner, and the first choice for the industry's top professionals to realize their full potential. With over 4,300 associates across India, U.S.A, and Canada, we help our enterprise clients thrive with technology-enabled transformation across financial services, healthcare, transportation & logistics, and professional services.

Our work covers complex, mission-critical applications with the latest technologies, such as high-value complex Application & Product Engineering, Data & Analytics, Cloud, DevOps, Data & MLOps, Quality Engineering, and Business Automation.

Working at Iris
Be valued, be inspired, be your best.
At Iris Software, we invest in and create a culture where colleagues feel valued, can explore their potential, and have opportunities to grow.
Our employee value proposition (EVP) is about Being Your Best - as a professional and person. It is about being challenged by work that inspires us, being empowered to excel and grow in your career, and being part of a culture where talent is valued. We're a place where everyone can discover and be their best version.

Job Description

We are seeking a dedicated and proactive Support Manager to lead our Maintenance and Support Team and ensure timely resolution of Client issues. The ideal candidate will be responsible for managing daily support operations, maintaining service quality, and acting as the primary point of escalation for all production critical issues and defects.

Key Responsibilities:

- Support Manager is responsible for Resource Management - Coverage, availability, capability
- Oversee support team performance and ticket resolution timelines
- Manage escalations and ensure customer satisfaction
- Collaborate with other support/dev teams to resolve recurring issues
- Monitor KPIs and prepare regular support performance reports
- Act as the primary escalation point
- Identify, document, and mitigate Risks, Assumptions, Issue and Dependencies for the project
- Drive improvements in support processes and tools

Requirements:

- Proven experience in technical application maintenance & support projects and production support leadership role
- Strong understanding of RAID management and issue escalation handling
- Strong leadership, problem-solving, and communication skills
- Familiarity with support tools (e.g., Jira, Service Now)
- Ability to work effectively under pressure in a fast-paced environment
- Good to have - technical knowledge or hands on experience in Java, Sprint Boot, .Net, Python, Unix/Linux systems, AWS

Mandatory Competencies

App Support - App Support - L1, L2, L3 Support
BA - Project Management
Programming Language - Java - Core Java (java 8+)
Programming Language - .Net Full Stack - Javascript
Beh - Communication and collaboration
Operating System - Operating System - Linux
Operating System - Operating System - Unix
Middleware - API Middleware - Microservices
Data Science and Machine Learning - Data Science and Machine Learning - Python
Cloud - AWS - AWS Lambda,AWS EventBridge, AWS Fargate

Perks and Benefits for Irisians

At Iris Software, we offer world-class benefits designed to support the financial, health and well-being needs of our associates to help achieve harmony between their professional and personal growth. From comprehensive health insurance and competitive salaries to flexible work arrangements and ongoing learning opportunities, we're committed to providing a supportive and rewarding work environment.
Join us and experience the difference of working at a company that values its employees success and happiness.

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