Support Manager (Techno Functional)

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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