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
