Job Description

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 customer
+ service.
+

Shift Management:

Oversee night shift operations, ensuring optimal staffing,
+ workload distribution, and timely responses to customer inquiries.
+

Customer Escalations

: Handle complex escalations, working closely with
+ engineering, product, and other cross-functional teams to resolve high-priority
+ issues.
+

Performance Monitoring

: Establish and track key performance indicators
+ (KPIs) for the team, including response times, resolution times, and customer
+ satisfaction metrics.
+

24x7 Support Strategy:

Contribute to the design and implementation of 24x7
+ support processes, optimizing efficiency and ensuring alignment with global
+ support operations.
+

Training & Development:

Identify skill gaps within the team and coordinate
+ necessary training and development programs to enhance technical and soft
+ skills.
+

Continuous Improvement:

Drive continuous improvement initiatives,
+ leveraging customer feedback and support data to optimize processes and
+ deliver a superior customer experience.
+

Collaboration:

Work closely with other regional support teams to ensure
+ knowledge 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.