Senior Incident Manager

Role & responsibilities

We are seeking a highly skilled Application Support Manager (or Associate Incident Manager) to join our support organization. As an Application Support Manager (or Associate Incident Manager) within Zycus Global Support organization, you will lead frontline support operations for our premium customers. You will be part of a global team, responsible for managing incidents, ensuring SLA adherence, and delivering a seamless support experience. This role demands strong leadership, incident management expertise, and a deep understanding of ITIL processes to ensure customer satisfaction and operational excellence.

Key Responsibilities

• Lead and manage a Level 1 Technical Support team for Zycus customers.
• Ensure SLA compliance by tracking and closing Major and Minor Incidents.
• Set up and manage bridge calls for critical incidents, driving timely resolution.
• Own escalation management and communication with internal and external stakeholders.
• Drive customer satisfaction (CSAT) through improved First Call Resolution (FCR), SLA adherence, and knowledge sharing.
• Collaborate with Product Management, Engineering, and Network Operations for cross-functional issue resolution.
• Develop, mentor, and upskill Analysts and Senior Analysts through training, daily monitoring, and 1:1 feedback.
• Ensure updated documentation and knowledge base for all Zycus products.
• Support change initiatives and ensure compliance with service agreements and operational schedules.

Key KPIs

• SLA adherence for Incident and Escalation Management
• CSAT and DSAT scores for managed accounts
• First Call Resolution (FCR) rate
• RCA completion and communication accuracy
• Analyst and team performance metrics
• Escalation resolution and turnaround time

Core Competencies

• Customer-Centric Mindset: Strong focus on customer satisfaction, empathy, and proactive problem resolution.
• Incident & Problem Management: In-depth knowledge of ITIL practices with ability to manage critical issues effectively.
• Leadership & Team Management: Experience supervising, motivating, and mentoring technical teams.
• Communication & Influence: Strong verbal and written communication skills for global customers (US/EU).
• Analytical Skills:  Logical and structured approach to troubleshooting, escalation handling, and RCA.
• Collaboration:  Ability to work across product, engineering, and service teams to drive resolution.

Shift Requirement: This job requires working with our US customers. Candidate should be willing to work  in US Hours.

Preferred candidate profile

Experience & Qualifications Required

• 410 years of experience in Incident Management and Technical Support.
• Minimum 2 years leading a support team (6+ members).
• Prior experience in SaaS/Product-based technical support environments (preferred).
• Strong knowledge of ITIL processes (Incident, Problem, Change Management).
• Excellent communication skills tailored to global enterprise customers.
• Graduate degree in Engineering/IT or related field.

Ideal

• ITIL Certification.
• Prior experience managing Major Incident processes in enterprise SaaS.
• Exposure to SLA/OLA-driven environments with global customers.
• Experience in driving process improvements and change initiatives.

What We Offer

• Opportunity to work with global Fortune 500 clients in a high-impact, premium support capacity.
• A collaborative and innovative work culture where customer satisfaction is at the heart of what we do.
• Professional growth opportunities with exposure to cutting-edge SaaS procurement technology.
• Competitive compensation and benefits.

About Zycus:Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.