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- 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role
- Proven track record of managing teams in a 24x7 support environment
- Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable
- Leadership: Strong people management skills with the ability to motivate and develop a team
- Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience
- Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving
- Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership
- Process-Oriented: Experience in defining and optimizing support processes and performance metrics
- Flexibility: Willingness to work night shifts and flexible hours to support global customers
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field
