Support Manager

We are looking for a proactive and experienced Support Manager with ITIL v4 certification to oversee and manage IT support operations. The ideal candidate will have strong technical understanding, excellent communication skills, and the ability to manage support teams while ensuring high service quality and adherence to ITIL best practices. The candidate should be comfortable working in rotational shifts to support business operations. Key Responsibilities: Manage day-to-day IT support operations and ensure timely resolution of incidents and service requests. Implement and follow ITIL v4 processes including Incident Management, Problem Management, Change Management, and Service Request Management. Lead and mentor the support team to ensure efficient service delivery and continuous improvement. Monitor support tickets, SLAs, and KPIs to ensure service performance targets are met. Coordinate with internal teams and stakeholders to resolve complex technical issues. Ensure proper documentation of processes, incidents, and solutions. Identify recurring issues and drive problem management initiatives to prevent future incidents. Prepare reports and provide regular updates to management regarding support performance. Ensure adherence to company policies, service standards, and compliance requirements. Qualifications: Minimum 5+ years of experience in IT Support / Service Management. Strong understanding of ITIL framework and service management processes. Experience in SLA(Service Level Agreement) monitoring, management, and reporting. Ability to ensure incident resolution and service requests are handled within defined SLAs. Excellent communication and stakeholder management skills. Experience in handling support teams and managing escalations. Ability to work in rotational shifts. Strong problem-solving, analytical, and decision-making abilities. Preferred Skills: Experience in managing enterprise-level IT support environments. Understanding of ISO standards and quality frameworks (e.g., ISO 9001, ISO 27001, ISO 27701) and their application in the workplace.