Head of Technical Support - Ticketing System
WorksconsultancyGurugram16 hours ago
Job descriptionDefine, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc. Establish strong feedback loops to engineering / product based on recurring issues Ensure timely Root Cause Analysis (RCAs) for all S1 / S2 issues with actionable insights Lead trend analysis to preempt issues and recommend long-term fixes or product hardening Build and maintain a knowledge base to improve internal resolution efficiency Engage with enterprise customers on complex or long-running tickets Serve as a trusted escalation point for strategic clients Collaborate with Customer Success and Implementation teams for seamless client experience Coordinate with Product Architects and Engineering Heads to ensure ticket resolution Build and mentor a lean L3 support team or tiger squads when required Drive a culture of accountability, learning, and proactiveness in technical support 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products Strong experience handling customer escalations, RCAs, and cross-team ticket resolution Solid technical background (understanding of APIs, microservices, database queries, logs, debugging) Expertise in support tooling : Freshdesk, Jira, ServiceNow, etc. Excellent communication skills-able to speak fluently with both customers and engineers Data-driven mindset for reporting, insights, and stakeholder updates Experience working in retail tech, ERP, or platform businesses is a big plus
Incident & Ticket Management :
- Own end-to-end L3 technical support governance across Ginesys One products (ERP, POS,OMS, etc.)
- Ensure customer issues are responded to and resolved within defined SLAs
- Drive prioritization, root cause resolution, and engineering coordination across product teams
- Personally manage and de-escalate high-severity issues with customers and internal teams
Process & Metrics Ownership :
RCA & Knowledge Management :
Customer Interaction :
Collaboration & Leadership :
Ideal Candidate :
(ref : hirist.tech)
Create a job alert for this search
Technical Support • Gurugram
Related jobs
- Promoted
L2 Support
TECEZENoida, Uttar Pradesh, India Qualification & Certifications.Graduate OR 3 Years Diploma in Electronics & Communication or Computer Engg.Excellent domain knowledge and technical orientation.
Customer Service and Problem-Solving ...Show moreLast updated: 25 days ago
- Promoted
Technical Support Engineer
Mindteckfaridabad, haryana, in Job Opportunity : L2 Support Engineer (Multiple Positions).Start Date : ASAP (within 3-4 weeks).We are hiring L2 Support Engineers to join our dynamic IT team.
Junior Engineers : 2–3 years of experienc...Show moreLast updated: 2 days ago
- Promoted
Technical Support Representative
TELUS DigitalNoida, Uttar Pradesh, India Venue : TELUS DIGITAL, Tower-6, UG Floor, Candor Techspace, Sector 135, Noida, Uttar Pradesh,.Works with customers to identify service-related needs and offers the most appropriate solutions while p...Show moreLast updated: 30+ days ago
- Promoted
Head – Yield Management System
Tata ElectronicsDelhi, IN Tata Electronics Private Limited (TEPL) is a greenfield venture of the Tata Group with expertise in manufacturing precision components.
Tata Electronics (a wholly owned subsidiary of Tata Sons Pvt.I...Show moreLast updated: 30+ days ago
- Promoted
Manager - Technical Support
Palo Alto NetworksDelhi, India At Palo Alto Networks® everything starts and ends with our mission : .Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and m...Show moreLast updated: 6 days ago
- Promoted
Senior HPC Engineer
Netweb Technologies India Ltd.Faridabad, Haryana, India Accomplished HPC Systems Engineer with 8–10 years of enterprise Linux administration and over 5 years of hands-on experience managing large-scale HPC clusters exceeding 500 cores and multi-petabyte...Show moreLast updated: 30+ days ago
- Promoted
Head Cable Design
Client of BTIDelhi, India Product Design and Engineering.This strategic leadership role is responsible for driving.The incumbent will lead the design and development of.
Key responsibilities : Lead the.LT, HT, CC, and EHV pow...Show moreLast updated: 17 days ago
- Promoted
Head of Customer Service
Lifetime HealthDelhi, India Job Title : Head of customer service.Salary : As per your previous drawn and expertise.LifetimeHealth is a leading provider of home healthcare services, specializing in nursing and physiotherapy.We ...Show moreLast updated: 7 days ago
- Promoted
Head of Service Delivery
Clarion TechnologiesDelhi, India As the Global Head of Delivery for Clarion’s IT services business in the international markets, your will be a key member of our executive team directly reporting to CEO in India.Your portfolio wil...Show moreLast updated: 6 days ago
- Promoted
Personalized Support Engineer (Technical Support with Ticketing Tool Exp)
TELUS DigitalGhaziabad, IN The Personalized Support Engineer (PSE) is a member of the Global Personalized support.They are responsible for handling Phone Numbers.
Technical Account Managers (TAMs.Global PSE team advocates for...Show moreLast updated: 6 days ago
- Promoted
Head of Engineering
RecroDelhi, India, India The candidate will be responsible for building world-class maps, navigation, and traffic intelligence platforms, ensuring accuracy, scalability, and low-latency performance.The role requires deep t...Show moreLast updated: 7 days ago
- Promoted
Head of Engineering
ALPHA Augmented Servicesgurgaon, haryana, in ALPHA Augmented’s engineering organization.You are accountable for the company’s.ALPHA’s technology and data strategies in line with company goals.
CI / CD, observability, security, and documentation....Show moreLast updated: 2 days ago
- Promoted
International Voice Process
HCLTechDelhi, India HCLTech Walkin drive -International Voice Process (Experienced) 23th October 2025.Interview Location : ETA 3- Techno Park, Sandhiya info city Special Economic Zone, 33, Rajiv Gandhi Salai, Navallur ...Show moreLast updated: 25 days ago
- Promoted
Head of Service Operations
Ola ElectricDelhi, India Bengaluru (with pan-India oversight) Department : .Customer Service & After Sales Reports To : CEO.Job Summary We are seeking an experienced and dynamic Service Head to lead Ola Electric’s national s...Show moreLast updated: 7 days ago
- Promoted
Technical Support Associate
MovateDelhi, India Subject : Job Opportunity Technical Support (Voice Process).Greetings from Movate Technologies (formerly CSS Corp)!.We are currently hiring for the Technical Support Voice Process role at our.Ambatt...Show moreLast updated: 28 days ago
- Promoted
Head of Technical Services
SOFARDelhi, India, India Established in 2013 in China, SOFARSOLAR owns around 2000 employees globally and more than 10 subsidiaries in Germany, Poland, Netherlands, UK, Australia, India, Italy, Brazil, Singapore, Japan etc...Show moreLast updated: 30+ days ago
- Promoted
Technical Support Associate
Tech MahindraNoida, Uttar Pradesh, India L1 Networking Engineer (Voice Support) | Noida.Shift : • • US Shifts (24x7) – •Both side cab facility •.Joining : •Immediate Joiners Preferred •.
Are you passionate about networking and tech support?.We’re...Show moreLast updated: 26 days ago
- Promoted
Head of Information Technology
Talent Zone Consultantnew delhi, delhi, in We’re Hiring : Head of Software Engineering – India / remote 🚀.We are looking for an experienced technology leader to head our software engineering team in India.
The ideal candidate will bring a stro...Show moreLast updated: 30+ days ago