Job Description
Role & Responsibilities
Own end-to-end Support Operations for the Vadodara office — L1 Call Center, L2 Application Support,
and L3 Technical Support — across all active client projects
Act as the single point of accountability for ticket flow, SLA adherence, and escalation closure across
all support tiers
Define daily priorities using the Kanban board and ensure every incoming ticket is acknowledged,
assigned, and tracked in Redmine, SupportOps, and OS Ticket Portal
Set and enforce SLA targets across all tiers — ticket acknowledgement within 30–40 minutes, and
same-day resolution for P1 (critical) issues
Review and triage technical tickets directly — read application logs, check database records, and
validate API/configuration issues to guide the L3 team toward faster resolution
Evaluate Merge Requests (MRs) raised by the L3 team before they go to Project Tech Leads, ensuring
fixes are well-scoped and properly tested
Manage the L1/L2 Call Center team, including shift planning, workload distribution, and training
oversight
Oversee the L3 Team Lead and Support Engineers for technical ticket resolution and coordinate MR
submissions to Project Tech Leads
Own all P1 and P2 client escalations and communicate directly with clients where required, ensuring
issues are resolved locally without needing CEO involvement
Maintain a documented escalation log and root-cause summary for every issue escalated above L2
Plan and manage the Monday–Friday core shift and the Saturday rotation roster across L1, L2, and L3
teams
Manage partial team coverage for evening extension (up to 8:30 pm) when client demand requires it
Conduct regular team reviews covering ticket backlog, SLA performance, and operational blockers
Build and maintain a Known Issues / Runbook repository to speed up recurring issue resolution across
projects
Evaluate team performance periodically and provide structured feedback, including
recommendations for role conversions or new hires
Prepare and submit periodic SLA compliance and KPI reports to the Delivery Manager
Proactively flag recurring issues, client risk, or headcount gaps to the Delivery Manager
Requirements
5+ years of experience in IT service delivery, support management, or technical operations, with at
least 2 years in a techno-functional or hybrid technical-leadership role
Proven experience managing a support team across multiple tiers (L1/L2/L3) or a similar multi-level
service desk structure
Hands-on technical ability to read application logs, identify error patterns, and understand root cause
without needing to write production code
Working knowledge of web/mobile application architecture (frontend, backend, database) sufficient
to triage and validate L3 technical issues
Basic to intermediate SQL skills for ticket investigation, data validation, and issue reproduction
Familiarity with Git/MR workflow, with the ability to review merge requests for scope and quality
before they go to development teams
Hands-on experience with ticketing systems
Working knowledge of Kanban methodology WIP limits, flow management, and cycle-time tracking
Excellent verbal and written communication skills, with strong client-facing and escalation-handling
ability
Strong people-management skills with experience leading a team of 20+ members across technical
and non-technical roles
Data-driven approach to decision-making, using ticket and SLA metrics rather than intuition alone
Ability to plan and manage rotating shift schedules, including weekend coverage
Strong ownership mindset escalates to senior management only when genuinely required
Excellent problem-solving skills with a focus on root-cause resolution, not just symptom fixes
