Senior Technical Support and Operations Manager

Senior Manager Technical Support Operations

We are seeking a highly skilled Senior Manager - Technical Support with strong technical expertise and leadership capabilities to manage our worldwide support operations. This role requires ensuring seamless support across multiple locations, enhancing service delivery, and driving continuous improvement while maintaining high levels of customer satisfaction.

The ideal candidate will effectively manage a team of Support Engineers, handle critical customer escalations, oversee career development, and lead key support projects and processes. This role also involves strategic planning to scale the team, manage cross-functional initiatives, mentor future leaders, and act as a representative of the organization. The candidate should be independent, self-motivated, proactive, results-oriented, and committed to delivering world-class support services.

Location: NOIDA

Work Hours: 24x7 support model the candidate must be open to working in any shift, including weekends and changing shifts based on business requirements.

Key Responsibilities

Technical Support Management

• Oversee Support operations, ensuring timely and efficient resolution of issues.
• Collaborate with other Managers to define and implement policies and standard operating procedures.
• Manage urgent and complex escalations by coordinating with appropriate internal teams.
• Monitor support performance, analyse trends, and identify areas for improvement.
• Lead and mentor Support Engineers across regions, ensuring high performance.
• Develop and implement ITIL-based service management processes to enhance service quality.
• Establish and track key performance indicators (KPIs) and service level agreements (SLAs) to measure IT effectiveness.
• Ensure 24/7 support operations through effective shift planning, escalation management, and coverage.
• Drive automation and AI-driven solutions to improve efficiency in incident and request handling.
• Ensure proper documentation and knowledge base management for efficient troubleshooting.
• Lead cross-functional collaboration across global teams to diagnose and resolve complex technical issues.

Customer & Stakeholder Engagement

• Serve as the primary point of contact for customer escalations, executive reporting, and service-related concerns.
• Build and maintain strong relationships with internal departments, other support teams, and external vendors.
• Advocate for customers and implement continuous improvements to enhance their experience.
• Drive customer engagement across peers and senior management.
• Handle objections in dynamic customer environments with strong situational awareness.
• Work closely with business stakeholders to align support with organizational goals.
• Ensure the team delivers a high level of customer satisfaction through world-class support services.

Leadership & Strategic Planning

• Set team goals aligned with organisation objectives and assist in defining individual performance targets.
• Provide regular feedback, training, and mentorship to support engineers, fostering their growth.
• Take ownership of critical customer escalations and ensure timely resolution.
• Provide guidance, mentoring, and training to leads, enabling their professional growth.
• Drive organizational initiatives, digital transformation, and strategic projects.
• Represent the organization in external forums and contribute to the industry's best practices.
• Develop and maintain support procedures and policies while ensuring compliance with global standards.

Operational & Performance Management

• Ensure direct reports have access to resources, information, and processes for effective service delivery.
• Deliver high-quality technical and soft-skills training for team members.
• Perform performance reviews, provide coaching, and support career development.
• Manage support workflows and schedules to ensure adequate coverage and optimal workload distribution.
• Lead FAQ analysis, case reviews, and customer feedback analysis to drive service improvements.
• Deliver regular reports with qualitative and quantitative insights on business performance.
• Ensure compliance with security, IT governance, and risk management policies.

Issue Management & Continuous Improvement

• Lead issue management efforts involving multiple stakeholders, including customers and product teams.
• Analyse service desk performance metrics to identify trends and drive enhancements.
• Work in high-pressure environments with competing priorities under strict deadlines.
• Identify and implement creative business solutions for complex problems.

Qualifications & Skills

Minimum Qualifications

• Education: Bachelor's or master's degree in IT, Computer Science, or a related field.
• Experience:
• 10+ years of overall experience in technical support operations, with at least 4-5+ years in a technical support management role in a SaaS organisation.

• Strong experience in managing technical support professionals in a fast-paced global environment.

• Technical Skills:

• Strong understanding of development life cycle, IT infrastructure, enterprise and SaaS applications.
• Experience with support tools, phone systems, and ITSM platforms (ServiceNow, BMC Remedy, Salesforce, Jira etc.).
• Good knowledge of Oracle SQL, Java.
• Certifications (Preferred): ITIL v4, PMP, PRINCE2, Six Sigma.
• Soft Skills:
• Excellent leadership, communication, and problem-solving abilities.
• Strong ability to manage change and drive digital transformation initiatives.
• Strong executive presence with the ability to engage and influence senior stakeholders.
• Strong team player with a service-oriented mind-set and a keen focus on enhancing customer experience.
• Ability to attract, hire, and retain top support talent.
• Analytical mind-set with the ability to derive actionable insights from data.

Preferred Qualifications

• Experience working in multinational organizations with a diverse workforce.
• Ability to handle critical customer escalations, objections, and high-pressure situations.
• Experience leading cross-functional collaboration across global teams.
• Strong issue management experience, including collaboration with customers and product teams.
• Experience with SaaS applications is a plus.

Additional Work Expectations

• Work Location: NOIDA – Onsite (Work from Office).
• Work Hours: 24x7 support hub – flexibility to work in any shift, including weekends, based on business needs.
• Rotation as Duty Manager handling customer partner concerns and priority issues.
• Willingness to take on additional responsibilities assigned by management.