Support Manager

1 week ago

Noida, Uttar Pradesh, India Iris Software Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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

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