Job Description

Category:

Software Development/ Engineering

Main location:

India, Karnataka, Bangalore

Position ID:

J0725-1862

Employment Type:

Full Time

Position Description:

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Company Profile:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.



Position: Manager Consulting Delivery


Experience: 13-16 years

Category: Software Development/ Engineering

Location: Bangalore/Hyderabad/Chennai/Mumbai

Position ID: J0725-1862

Employment Type: Full Time



Education Qualification: Bachelor's degree in computer science or related field or higher with minimum 12 years of relevant experience.



The Support Manager is responsible for overseeing the daily operations of client support tickets, ensuring timely resolution, and maintaining high levels of customer satisfaction. This role requires a proactive leader who can manage a team of support consultants, analyze support trends, and continuously improve support workflows and client communication.


Also responsible for the client SLAs.

Your future duties and responsibilities:

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Ticket Management:

Monitor and manage the ticket queue to ensure timely assignment, progress, and resolution of all client-raised issues. Set and enforce SLAs (Service Level Agreements) and escalate priority cases as needed. Analyze incoming ticket trends to identify recurring issues and recommend preventative solutions. Maintain comprehensive records of ticket status, resolution actions, and root causes.

Team Leadership:

Lead, mentor, and support a team of support agents, fostering a customer-first culture. Conduct regular team meetings to discuss metrics, challenges, and process improvements. Provide performance feedback and training opportunities to develop team capabilities.

Client Communication:

Act as the escalation point for complex or high-priority client issues. Ensure professional, prompt, and empathetic communication is maintained at all times. Collaborate with account managers and technical teams to deliver seamless customer support experiences.

Process Improvement & Reporting:

Continuously evaluate and optimize support workflows to enhance efficiency and effectiveness. Generate weekly and monthly reports on ticket volume, resolution time, SLA adherence, and customer satisfaction. Implement tools and automation where applicable to streamline ticket handling and reporting.

Required qualifications to be successful in this role:

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Must to have Skills-5+ years of experience in a customer support or technical support environment, including 2+ years in a managerial role.

Proven experience managing support ticketing systems (e.g., Zendesk, Jira, Freshdesk, ServiceNow). Strong analytical, organizational, and problem-solving skills.

Preferred:

Experience with customer success or CRM platforms. Exposure to SaaS or technology service environments.


Key Competencies:

Leadership and team management Client-focused mindset Strong communication skills (verbal and written) Analytical thinking and attention to detail


Good to have Skills-

Skills:

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Client Management Communications Management Delivery Management Project Management

What you can expect from us:

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Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...



You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.



Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.



You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.




Come join our team--one of the largest IT and business consulting services firms in the world.