Cybersecurity Operations Manager

3 days ago


Bengaluru, Karnataka, India Mitsogo Full time

About Mitsogo:

We are a global leader in enterprise software and cybersecurity solutions, driven by innovation and excellence. Our Hexnode division empowers organizations to manage and secure their digital environments across over 100 countries.

Job Overview:

We seek an experienced Senior Manager of Technical Support to lead our support operations in Bangalore. The ideal candidate will possess over 12 years of experience in technical support, particularly within the cybersecurity sector, ensuring exceptional service delivery and customer satisfaction.

Key Responsibilities:

  • Strategic Leadership: Develop and implement strategic plans for the technical support department, aligning with Mitsogo's objectives and enhancing the customer experience.
  • Team Management: Lead and mentor a team of technical support professionals, fostering a high-performance culture and ensuring effective problem resolution.
  • Operational Oversight: Manage day-to-day technical support operations, ensuring timely resolution of complex issues related to cybersecurity products.
  • Customer Experience: Drive improvements in support processes to deliver outstanding service, focusing on efficiency and customer satisfaction.
  • Process Improvement: Continuously assess and refine support strategies, tools, and methodologies to enhance team performance and customer outcomes.
  • Cross-Functional Collaboration: Partner with product management, engineering, and sales teams to address technical challenges, incorporate customer feedback, and drive product enhancements.
  • Reporting & Analytics: Monitor key performance indicators (KPIs), generate detailed reports on support metrics, and provide actionable insights to senior management.
  • Budget Management: Oversee the technical support budget, ensuring cost-effective operations and optimal resource allocation.
  • Crisis Management: Handle escalated support issues and critical incidents, ensuring prompt and effective resolution.

Qualifications:

  • Education: Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field. A Master's degree is preferred.
  • Experience: 12+ years in technical support with a strong background in cybersecurity products. Proven track record in managing support teams and addressing complex technical issues.

Salary: ₹1,500,000 - ₹2,000,000 per annum

Location: Bangalore

About the Role: As a Senior Manager of Technical Support, you will play a crucial role in leading our support operations, ensuring exceptional service delivery, and driving process improvements. If you have a proven track record in managing support teams and addressing complex technical issues, we encourage you to apply.



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