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.