Support Manager (Techno Functional)

Role & Responsibilities  Own end-to-end Support Operations for the Vadodara office — L1 Call Center, L2 Application Support, and L3 Technical Support — across all active client projects  Act as the single point of accountability for ticket flow, SLA adherence, and escalation closure across all support tiers  Define daily priorities using the Kanban board and ensure every incoming ticket is acknowledged, assigned, and tracked in Redmine, SupportOps, and OS Ticket Portal  Set and enforce SLA targets across all tiers — ticket acknowledgement within 30–40 minutes, and same-day resolution for P1 (critical) issues  Review and triage technical tickets directly — read application logs, check database records, and validate API/configuration issues to guide the L3 team toward faster resolution  Evaluate Merge Requests (MRs) raised by the L3 team before they go to Project Tech Leads, ensuring fixes are well-scoped and properly tested  Manage the L1/L2 Call Center team, including shift planning, workload distribution, and training oversight  Oversee the L3 Team Lead and Support Engineers for technical ticket resolution and coordinate MR submissions to Project Tech Leads  Own all P1 and P2 client escalations and communicate directly with clients where required, ensuring issues are resolved locally without needing CEO involvement  Maintain a documented escalation log and root-cause summary for every issue escalated above L2  Plan and manage the Monday–Friday core shift and the Saturday rotation roster across L1, L2, and L3 teams  Manage partial team coverage for evening extension (up to 8:30 pm) when client demand requires it  Conduct regular team reviews covering ticket backlog, SLA performance, and operational blockers  Build and maintain a Known Issues / Runbook repository to speed up recurring issue resolution across projects  Evaluate team performance periodically and provide structured feedback, including recommendations for role conversions or new hires  Prepare and submit periodic SLA compliance and KPI reports to the Delivery Manager  Proactively flag recurring issues, client risk, or headcount gaps to the Delivery Manager Requirements  5+ years of experience in IT service delivery, support management, or technical operations, with at least 2 years in a techno-functional or hybrid technical-leadership role  Proven experience managing a support team across multiple tiers (L1/L2/L3) or a similar multi-level service desk structure  Hands-on technical ability to read application logs, identify error patterns, and understand root cause without needing to write production code  Working knowledge of web/mobile application architecture (frontend, backend, database) sufficient to triage and validate L3 technical issues  Basic to intermediate SQL skills for ticket investigation, data validation, and issue reproduction  Familiarity with Git/MR workflow, with the ability to review merge requests for scope and quality before they go to development teams  Hands-on experience with ticketing systems  Working knowledge of Kanban methodology WIP limits, flow management, and cycle-time tracking  Excellent verbal and written communication skills, with strong client-facing and escalation-handling ability  Strong people-management skills with experience leading a team of 20+ members across technical and non-technical roles  Data-driven approach to decision-making, using ticket and SLA metrics rather than intuition alone  Ability to plan and manage rotating shift schedules, including weekend coverage  Strong ownership mindset escalates to senior management only when genuinely required  Excellent problem-solving skills with a focus on root-cause resolution, not just symptom fixes