Senior Manager - Support Operations

We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers

and ensuring timely, high-quality resolutions to technical issues.

WHAT YOU WILL BE DOING

• Team Leadership : Lead and manage a team of technical support engineers,

providing guidance, mentorship, and support to ensure exceptional customerservice. Shift Management : Oversee night shift operations, ensuring optimal staffing,workload distribution, and timely responses to customer inquiries. Customer Escalations : Handle complex escalations, working closely withengineering, product, and other cross-functional teams to resolve high-priorityissues. Performance Monitoring : Establish and track key performance indicators(KPIs) for the team, including response times, resolution times, and customersatisfaction metrics. 24x7 Support Strategy : Contribute to the design and implementation of 24x7support processes, optimizing efficiency and ensuring alignment with globalsupport operations. Training & Development : Identify skill gaps within the team and coordinatenecessary training and development programs to enhance technical and softskills. Continuous Improvement : Drive continuous improvement initiatives,leveraging customer feedback and support data to optimize processes anddeliver a superior customer experience. Collaboration : Work closely with other regional support teams to ensureknowledge sharing and consistency across support operations globally.

Reporting : Prepare and present regular reports on team performance,operational challenges, and customer satisfaction to senior leadership.

WHAT YOU BRING

Skills Required

Servicenow, Sap, Ad, Ldap