As the Head of Technical Support, you will lead and scale Reach's global Technical Support function, owning end-to-end support strategy, operations, and quality for our BSS/OSS platform serving MVNO and telecom brands worldwide. You will build and mentor a high-performing team spanning different levels of support, drive operational excellence through automation and process rigor, and serve as the senior escalation point for major incidents and critical client relationships. This is a leadership role requiring deep technical credibility, strong process discipline, and the ability to translate operational insight into product and engineering improvements.
Key Responsibilities
Leadership & Team Management
- Build, lead, and mentor a multi-tiered Technical Support organization, setting clear support KPIs, career paths, and performance standards.
- Establish a culture of ownership, urgency, and continuous learning across the support function.
- Manage escalations for critical client relationships and high-severity issues.
Incident, Major Incident & Change Management
- Own end-to-end Incident Management and ensure SLA adherence across all client brands.
- Drive Major Incident Management, setting up and leading war rooms to resolve P1/escalated
issues with speed and clarity.
- Own and continuously mature Change Management practices in partnership with Engineering,
DevOps, and L3 teams, ensuring changes are well-governed and low-risk.
- Institutionalize ITIL best practices across Incident, Problem, and Change Management, and drive maturity assessments against the framework.
Process, Quality & Continuous Improvement
- Own process orientation across the support function — proactively identify gaps in SOPs, workflows, and escalation paths, and drive them to closure.
- Design, document, and continuously refine SOPs, RACI matrices, and runbooks for recurring and critical support scenarios.
- Own ticket quality audits and drive KPI-based scoring across SLA compliance, diagnostic accuracy, resolution completeness, and communication quality.
- Define and evolve support KPIs and metrics frameworks, and perform ongoing analysis to track trends, outliers, and improvement areas.
- and Build and maintain dashboards a support score/health card for brands and support operations, combining KPI tracking with ad-hoc analysis for leadership and client visibility.
- Lead root-cause analysis for recurring issues and drive permanent fixes with Product and
Engineering.
- Own Communication Management as per ITIL practices — ensuring timely, accurate, and consistent communication during incidents, changes, and outages to internal stakeholders and client brands.
Automation & Technical Depth
- Champion automation initiatives that reduce manual effort, ticket deflection, and repetitive diagnostic work, driving measurable operational efficiency gains.
- Maintain hands-on technical depth across support tools, workflows, scripting (Python/Bash/PowerShell), DBMS (SQL — DDL/DML), cloud platforms, and emerging AI/ML capabilities for support use cases.
- Own configuration, workflow design, and optimization of ITSM tools such as Jira Service Management (JSM), including automation rules, SLAs, and reporting.
- Evaluate and pilot AI-assisted support capabilities (e.g., virtual agents, intelligent ticket routing/deflection) to elevate support efficiency and customer experience.
Stakeholder & Cross-functional Collaboration
- Represent Technical Support in Service Review Meetings and executive-level client conversations.
- Partner closely with Product and Engineering teams, feeding back operational insights to influence the product roadmap.
- Collaborate with Customer Success and Operations teams on issue analysis, trend reporting, and client health.
- Present clear, data-driven reporting on support performance, incident trends, and improvement initiatives to leadership.
Requirements
Experience
- 20+ years of overall experience, with substantial experience in Technical/Application Support leadership roles.
- Deep domain experience in Telecom BSS product support (billing, charging, order management, provisioning, or related BSS/OSS functions).
- Work experience in MNOs/MVNOs/MVNEs
- Proven track record of building and leading multi-tiered technical support teams at scale.
Process & Framework Expertise
- Thorough, hands-on expertise in ITIL processes, with particular depth in Incident Management, Major Incident Management, Change Management, and Communication Management practices.
- Strong understanding of RACI models and ability to apply them to define clear accountability across support, engineering, and client-facing teams.
- Strong process orientation with a demonstrated ability to identify gaps in SOPs and operational processes and implement lasting fixes. Technical Depth
- Hands-on working knowledge and technical depth across:
◦ Support tools, ticketing/workflow platforms, and diagnostic utilities
◦ Scripting and automation (Python, Bash, PowerShell, or equivalent)
◦ Database concepts and SQL (DDL/DML) for troubleshooting and analysis
◦ Cloud platforms (AWS/Azure/GCP or equivalent)
◦ AI/ML concepts and their practical application in support operations (e.g., automation,
deflection, virtual agents)
- Demonstrated experience configuring and administering ITSM tools such as Jira Service Management (JSM), including workflows, automation, and reporting.
- Strong capability in KPI definition and analysis, dashboard creation, and ad-hoc data analysis to build and maintain support scorecards/health cards for brands and operations.
Communication & Stakeholder Management
- Clear, articulate, and confident communicator, comfortable presenting to senior leadership and client executives.
- Strong written and verbal proficiency in English.
- Ability to translate technical detail into business-relevant insight for varied audiences.
Initiative & Operational Excellence
- Demonstrated track record of driving automation initiatives that deliver measurable operational excellence.
- Self-starter who proactively identifies opportunities for improvement rather than waiting for direction.
- A positive, solutions-oriented outlook with persistence in the face of ambiguity and roadblocks.
Education
- Bachelor's degree in Computer Science, Computer Engineering, or related field preferred.
Experience
20+ Years
Location
Mohali/Chandigarh
Expected Hours
This role supports US operations and requires flexibility to align with US business hours as needed, given the India team supports US operations 24/7. While this is a leadership role with broader oversight responsibilities, the ability to engage during US day-time hours for critical escalations, war rooms, and stakeholder meetings is essential. Budgeted for 40 hours per week, with schedule flexibility based on business needs.
About You
- You have excellent and effective communication skills (English), and can influence both technical and executive audiences.
- You have a positive outlook and great attitude in problem-solving, and are willing to dig into problems to find root causes and solutions.
- You are persistent when faced with roadblocks and look for out-of-the-box solutions.
- You enjoy solving challenging problems under time and resource constraints.
- You are comfortable taking calculated risks and owning outcomes.
- You lead by example and bring out the best in the teams you manage.
Pay: Up to ₹5,000,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Ability to commute/relocate:
- Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Technical support: 10 years (Required)
- BSS: 5 years (Required)
Work Location: In person
