IT Support Manager

About the role

The IT Support Manager leads the IT support operations and owns major incident management end to end. This person keeps day to day support running well, acts as the senior escalation point, and takes command when an incident impacts a client or our agents. They own the incident management process we recently launched and mature it from a new process into a dependable practice.

What you'll do

• Own IT support operations end to end: queue health, escalation, and service quality against SLA and CSAT targets
• Own IT asset and device lifecycle: procurement, provisioning, tracking, and retirement of endpoints and support hardware
• Own support tooling and vendor spend, including the budget line for support tools and partners, and surface spend decisions to IT leadership
• Deliver a regular SLA, CSAT, and incident reporting cadence to IT leadership, with trends and improvement actions
• Own incident command, coordination, stakeholder communication, and resolution for Sev1 and Sev2 events across our environment

What you need

• 5–8 years in it support & networking
• JIRA
• AWS
• Azure
• Hardware
• Intune
• Windows
• Any graduate

Good to have

• ITIL
• Confluence
• IAM
• GCP
• Git

What you get

• ₹4.0 L a year