Role Summary

Key Responsibilities :

Support Operations & Service Delivery

• Own end-to-end support operations across assigned customer accounts.

• Ensure 100% SLA compliance and prevent critical escalations.

• Oversee incident, service request, problem, and change management activities.

• Act as the primary escalation point for complex technical and operational issues.

• Ensure timely acknowledgment, communication, and resolution of all customer tickets.

Technical Leadership

• Provide technical direction and oversight to the Support team.

• Review and approve root cause analysis (RCA) for major incidents.

• Drive permanent fixes by collaborating with R&D and Professional Services, avoiding temporary workarounds.

• Lead preventive and predictive maintenance initiatives (database cleanup, performance tuning, application health monitoring, automation).

Problem Management & Continuous Improvement

• Drive problem management through trend analysis and identification of recurring issues.

• Identify and implement automation opportunities to improve efficiency and reduce operational effort.

• Proactively monitor system health and mitigate risks before they impact customers.

Customer Engagement & Governance

• Represent Support in customer governance meetings and operational reviews.

• Ensure accurate and timely MIS, dashboards, and service reports.

• Proactively communicate risks, dependencies, and improvement plans to customers.

• Support audits, compliance activities, and customer satisfaction initiatives.

Team & Capability Building

• Mentor and coach support engineers and senior team members.

• Build technical depth within the team and eliminate single-point dependencies.

• Identify and groom potential second-line leaders within Support.

• Drive documentation, SOPs, and knowledge-sharing practices.

Collaboration & Stakeholder Management

• Work closely with Delivery, R&D, Professional Services, and Account teams.

• Support contract compliance, renewals, and RMP-related activities.

• Provide inputs for effort estimation, capacity planning, and risk assessments.

Experience & Qualification

• 7+ years of experience in application support, operations, or technical delivery

• Prior experience leading or mentoring teams

• Exposure to enterprise customers and SLA-driven environments

• ITIL knowledge preferred