Position: Support Manager
Location: Avaali Office,Banaglore
Experience Required: 10+ years (with at least 3-5 years in a managerial/support governance
role)
Role Overview
The Support Manager will be responsible for overseeing multiple support engagements across
various customers, ensuring smooth operations, adherence to SLAs, and high levels of
customer satisfaction. The role demands strong leadership, communication, and analytical
skills to manage teams, drive governance, and ensure consistent reporting and service quality.
Key Responsibilities
Manage multiple customer support engagements simultaneously, ensuring timely and high-quality service delivery.
Conduct regular governance and review meetings with customers and internal stakeholders.
Monitor, track, and report performance metrics against defined SLAs and KPIs.
Drive timely escalation management and ensure resolution within agreed timelines.
Prepare and present weekly/monthly dashboards, SLA reports, service review, and incident summaries.
Coordinate with internal team members and clients team to ensure seamless support operations.
Drive continuous improvement initiatives to enhance service efficiency and customer experience.
Ensure documentation of incidents, service requests, RCA reports, and improvement plans.
Mentor and guide support leads and team members in operational excellence and customer handling.
Collaborate with the sales and delivery teams for renewal discussions and customer retention.
Required Skills & Experience
- Proven experience managing multiple SAP or IT application support engagements.
- Strong understanding of support operations, governance models, and SLA frameworks.
- Proven track record in SLA and KPI management, reporting, and performance governance.
- Proficiency in using ticketing and reporting tools (e.g., Zoho, Jira, or equivalent).
- Excellent communication and stakeholder management skills.
- Proficiency in preparing management dashboards, status reports, and performance reviews.
- Experience in escalation handling and conflict resolution.
- Good understanding of ITIL processes (Incident, Problem, Change Management).
- Hands-on experience with ticketing tools (e.g., ServiceNow, Remedy, Jira, or similar).
Preferred Qualifications
- Bachelor’s Degree in Engineering, Computer Science, Information Technology, or a related discipline.
- Post-Graduation (MBA or equivalent) in Operations, IT Management, or Project Management preferred.
- Experience in managing support for SAP, OpenText, or similar enterprise platforms will be an added advantage.
- Exposure to managed services delivery models.
Soft Skills
- Strong analytical and problem-solving capabilities.
- Ability to handle multiple priorities in a dynamic environment.
- Excellent coordination, planning, and reporting skills.
- Customer-centric approach with a focus on service excellence.
- Team player with strong leadership and mentoring skills.
- Effective communicator with strong presentation and negotiation abilities.
Reporting To: Practice Lead
Employment Type: Full-Time