Manager, Product Support Incident Management

About the role

You will coordinate across multiple teams to ensure rapid response to minimize the impact on customers and business operations, identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality. This role requires participation in a shift rotation to maintain 24/7 operations, which includes on-call duties and weekend coverage.

What you'll do

• Lead and Mentor : Manage a high-performing team of Specialists responsible for incident response and technical escalations, providing coaching, development
• Drive Issue Management: Oversee the end-to-end incident management lifecycle within support operations
• Due to its potential impact, critical decisions must be made to classify the incident, and be willing to participate in on-call support for incident management issues
• Along with this, you will be responsible for providing regular updates and reports to upper management on the status of operations
• Cross Function Collaboration - Collaborate with Knowledge Management, Training and Quality Assurance teams to ensure process adherence

What you need

• 10–18 yrs of experience
• CRM
• JIRA
• Zendesk
• Incident response
• Performance management
• Any graduate

Good to have

• SQL
• Python