Job Title- Support Tech Manager
Position type- Full Time
Work Location- Bangalore
Working style- Hybrid
Shift Time- 12PM to 9PM
People Manager role: No
Required education and certifications critical for the role- -BTech in computer scienceor related quantitative field, or equivalent experience.
Required years of experience -
12-15 years of work experience in relevant field
AON IS IN THE BUSINESS OF BETTER DECISIONS
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are committed to our purpose as one firm, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.
Role Overview
The Support Tech Manager is responsible for leading and coordinating L1, L2, and L3 support activities to ensure timely resolution of incidents and service requests. This role will work closely with global stakeholders and the support team to drive issue closure, improve support processes, and maintain a high level of customer satisfaction. The ideal candidate has extensive hands-on experience in IT support environments, strong knowledge of ServiceNow, and excellent communication and stakeholder management skills.
Key Responsibilities
Team & Operations Management
- Lead and manage day‑to‑day operations of the support function (L1, L2, L3) to ensure SLAs and KPIs are consistently met.
- Coordinate workload, priorities, and escalations across the support tiers to ensure efficient issue resolution.
- Act as an escalation point for complex or high‑impact incidents and problems.
- Monitor and report on support performance, identifying trends and opportunities for improvement.
Incident, Problem & Request Management
- Oversee end‑to‑end incident lifecycle, from logging through root cause analysis and closure.
- Ensure accurate classification, prioritization, and assignment of tickets in ServiceNow.
- Drive problem management activities, including post‑incident reviews, root-cause analysis, and implementation of permanent fixes.
- Ensure timely and clear communication to end users and stakeholders regarding ticket status and resolution.
Stakeholder & Regional Engagement
- Serve as the primary contact for business and IT stakeholders across different regions.
- Facilitate regular status calls/meetings with regional stakeholders to review open issues, risks, and upcoming changes.
- Manage expectations, communicate impacts, and ensure alignment between support teams and business priorities.
- Collaborate with cross‑functional teams (infrastructure, application, security, vendors) to resolve complex issues.
Process Improvement & Governance
- Standardize and optimize L1/L2/L3 support processes, ensuring adherence to ITIL best practices.
- Contribute to and maintain support documentation, SOPs, and runbooks.
- Drive continuous improvement initiatives to reduce incident volume, improve first‑time fix rate, and enhance user experience.
- Support change and release management activities by assessing support impact and readiness.
People Leadership & Development
- Mentor and guide support engineers across levels (L1/L2/L3), fostering a culture of ownership and accountability.
- Identify skill gaps and coordinate training and knowledge‑sharing sessions.
- Support performance reviews by providing input on team performance and development needs.
Required Qualifications & Experience
- 12+ years of overall IT experience, with significant focus on application/production support and operations.
- Solid understanding and hands-on experience withL1, L2 and L3 support processes.
- Strong working experience withServiceNow(incident, problem, change, request modules).
- Proven track record in managing or leading support teams in a global or multi‑region environment.
- Experience with ITIL processes and frameworks (ITIL certification is a plus).
- Demonstrated experience handling critical incidents, root‑cause analysis, and stakeholder communication.
Skills & Competencies
Technical & Process Skills
- In-depth understanding of support workflows, SLAs, and escalation procedures.
- Proficiency with ServiceNow or similar ITSM tools.
- Good understanding of underlying infrastructure and application components (e.g., servers, databases, networks, middleware) sufficient to coordinate with technical teams.
Communication & Stakeholder Management
- Excellent verbal and written communication skills able to communicate complex technical issues in business-friendly language.
- Strong stakeholder management skills able to build trust and maintain effective relationships across different regions and time zones.
- Ability to manage expectations and diplomatically handle conflicts, escalations, and pressure situations.
Leadership & Personal Attributes
- Strong leadership and team‑management skills, with experience mentoring and guiding support teams.
- Proactive, detail‑oriented, and highly organized, with strong ownership mindset.
- Ability to work in a fast‑paced environment (including on‑call or shift flexibility, if required).
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