About Persistent
We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.
Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix® Assessment 2026 and Software Product Engineering PEAK Matrix® Assessment 2026.
About the Position:
Leads the Technical support team, ensures timely and effective resolution of client issues, manages performance metrics, and drives customer satisfaction and operational efficiency.
- Role: Technical Support Operations Manager
- Location: Pune
- Experience: 10+years
- Job Type: Full-Time Employment
What You'll Do
- Work collaboratively with cross-functional teams to ensure an exceptional customer
- experience.
- Hire, on-board, coach and develop the best support engineers in the industry.
- Drive customer escalations to resolution by leading and engaging with customers
- directly.
- Manage the overall health of the case queue and phone coverage.
- Ability to identify and manage support metrics, reporting tools, tracking tools and
- infrastructure, to ensure all department activities are process driven.
- Be a part of the weekend coverage rotation to assist with high-priority and global
- outages.
Expertise You'll Bring
BS Degree in a technical curriculum or equivalent.
- 10+ years’ experience successfully leading a customer support team.
- Proven track record of managing top talent and fostering their growth
- A record of creating a team environment with high employee retention, strong job
- satisfaction, and successful career growth
- Ability to self-direct, multi-task and prioritize job requirements
- Strong knowledge of customer relationship management
- Excellent verbal, written and interpersonal communication skills.
- Knowledge of security platforms, email protection, cloud services, software as a
- service (SaaS)
- Candidates should be flexible working evening and weekend shifts
- Participate in on-call support 24x7 rotation as assigned.
Benefits:
- Competitive salary and benefits package
- Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
- Opportunity to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Annual health check-ups
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment:
Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
- We support hybrid work and flexible hours to fit diverse lifestyles.
- Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
- If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Let’s unleash your full potential at Persistent - persistent.com/careers
“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”
