1,922 Technical Support Manager jobs in India
Technical Support Manager
Bangalore, Karnataka
Trellix
Posted 2 days ago
Job Viewed
Job Description
**_Job Title:_**
Technical Support Manager
**About** **Trellix:**
**Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work.** Our comprehensive, GenAI-powered platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at .
**_Role Overview:_**
Lead and manage the technical support Team for cybersecurity products, ensuring high-quality service delivery, customer satisfaction, and operational excellence. Oversee a team of support engineers, drive process improvements, and act as a key escalation point for complex technical issues, while collaborating closely with product, engineering, and customer success teams
**About Job**
+ **Team Leadership & Management**
+ Lead, mentor, and develop a team of technical support engineers, including hiring, training, and performance management.
+ Foster a customer-centric and collaborative team culture.
+ Plan staffing and scheduling to ensure adequate support coverage.
+ **Customer Support Operations**
+ Oversee day-to-day technical support operations for cybersecurity product lines ( **DLP** , Drive Encryption, Database Security ).
+ Ensure prompt and effective resolution of customer inquiries, incidents, and escalations, maintaining high levels of customer satisfaction.
+ Act as a point of escalation for complex or high-impact customer issues, providing hands-on technical guidance.
+ **Process Improvement & Performance**
+ Develop, implement, and refine support processes, policies, and best practices to drive efficiency and service quality.
+ Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying areas for improvement.
+ Build and maintain a knowledge base for common issues and solutions.
+ **Cross-Functional Collaboration**
+ Work closely with product management, engineering, and QA to relay customer feedback, influence product improvements, and resolve recurring technical issues.
+ Participate in product launches, customer onboarding, and training initiatives.
+ **Cybersecurity & Incident Response**
+ Ensure support team is trained on cybersecurity best practices and product security features.
+ Lead or participate in incident response activities, including detection, containment, and communication during security events.
**About you**
+ Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field.
+ 5+ years of technical support experience, with at least 3 years in a leadership or management role.
+ Strong knowledge of cybersecurity concepts, products, and industry standards (experience with cloud security, SSO, authentication, and REST APIs is highly desirable).
+ Proven ability to manage and develop high-performing technical teams.
+ Excellent troubleshooting, communication, and customer service skills.
+ Experience with support tools like Salesforce ,Jira and process automation.
+ Experience in a cybersecurity product company or supporting SaaS security solutions.
+ Relevant certifications (e.g., CISSP, CompTIA Security+, ITIL).
+ Experience in incident response and crisis management.
+ Strong analytical and process-oriented mindset.
+ Technical leadership and mentoring
+ Customer-focused problem solving
+ Process improvement and KPI management
+ Cross-functional collaboration
+ Strong written and verbal communication
**_Company Benefits and Perks:_**
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
+ Retirement Plans
+ Medical, Dental and Vision Coverage
+ Paid Time Off
+ Paid Parental Leave
+ Support for Community Involvement
We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Technical Support Manager
**About** **Trellix:**
**Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work.** Our comprehensive, GenAI-powered platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at .
**_Role Overview:_**
Lead and manage the technical support Team for cybersecurity products, ensuring high-quality service delivery, customer satisfaction, and operational excellence. Oversee a team of support engineers, drive process improvements, and act as a key escalation point for complex technical issues, while collaborating closely with product, engineering, and customer success teams
**About Job**
+ **Team Leadership & Management**
+ Lead, mentor, and develop a team of technical support engineers, including hiring, training, and performance management.
+ Foster a customer-centric and collaborative team culture.
+ Plan staffing and scheduling to ensure adequate support coverage.
+ **Customer Support Operations**
+ Oversee day-to-day technical support operations for cybersecurity product lines ( **DLP** , Drive Encryption, Database Security ).
+ Ensure prompt and effective resolution of customer inquiries, incidents, and escalations, maintaining high levels of customer satisfaction.
+ Act as a point of escalation for complex or high-impact customer issues, providing hands-on technical guidance.
+ **Process Improvement & Performance**
+ Develop, implement, and refine support processes, policies, and best practices to drive efficiency and service quality.
+ Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying areas for improvement.
+ Build and maintain a knowledge base for common issues and solutions.
+ **Cross-Functional Collaboration**
+ Work closely with product management, engineering, and QA to relay customer feedback, influence product improvements, and resolve recurring technical issues.
+ Participate in product launches, customer onboarding, and training initiatives.
+ **Cybersecurity & Incident Response**
+ Ensure support team is trained on cybersecurity best practices and product security features.
+ Lead or participate in incident response activities, including detection, containment, and communication during security events.
**About you**
+ Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field.
+ 5+ years of technical support experience, with at least 3 years in a leadership or management role.
+ Strong knowledge of cybersecurity concepts, products, and industry standards (experience with cloud security, SSO, authentication, and REST APIs is highly desirable).
+ Proven ability to manage and develop high-performing technical teams.
+ Excellent troubleshooting, communication, and customer service skills.
+ Experience with support tools like Salesforce ,Jira and process automation.
+ Experience in a cybersecurity product company or supporting SaaS security solutions.
+ Relevant certifications (e.g., CISSP, CompTIA Security+, ITIL).
+ Experience in incident response and crisis management.
+ Strong analytical and process-oriented mindset.
+ Technical leadership and mentoring
+ Customer-focused problem solving
+ Process improvement and KPI management
+ Cross-functional collaboration
+ Strong written and verbal communication
**_Company Benefits and Perks:_**
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
+ Retirement Plans
+ Medical, Dental and Vision Coverage
+ Paid Time Off
+ Paid Parental Leave
+ Support for Community Involvement
We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
This advertiser has chosen not to accept applicants from your region.
0
Technical Support Manager
800001 Patna, Bihar
₹60000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is looking for an experienced and dedicated Technical Support Manager to oversee their customer support operations in Patna, Bihar . This role is crucial for ensuring that customers receive prompt, efficient, and high-quality technical assistance. You will be responsible for leading a team of technical support representatives, managing daily operations, and implementing strategies to improve customer satisfaction and first-call resolution rates. Your leadership will drive the team to achieve performance targets and maintain service level agreements (SLAs).
Key responsibilities include hiring, training, and mentoring support staff, conducting performance reviews, and fostering a positive and productive work environment. You will also be tasked with developing and refining support processes, troubleshooting complex technical issues, and escalating critical problems to appropriate departments. The manager will analyze support data to identify trends, areas for improvement, and opportunities to enhance the customer experience. Collaboration with product development and engineering teams will be essential to provide feedback on product issues and drive improvements.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in a technical support role, with at least 2 years in a supervisory or management capacity, is required. Strong technical aptitude and familiarity with troubleshooting hardware, software, and network issues are essential. Excellent problem-solving, communication, and interpersonal skills are a must. Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable. This is a fantastic opportunity for a motivated individual to lead a critical function and make a significant impact on customer loyalty and retention.
Key responsibilities include hiring, training, and mentoring support staff, conducting performance reviews, and fostering a positive and productive work environment. You will also be tasked with developing and refining support processes, troubleshooting complex technical issues, and escalating critical problems to appropriate departments. The manager will analyze support data to identify trends, areas for improvement, and opportunities to enhance the customer experience. Collaboration with product development and engineering teams will be essential to provide feedback on product issues and drive improvements.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in a technical support role, with at least 2 years in a supervisory or management capacity, is required. Strong technical aptitude and familiarity with troubleshooting hardware, software, and network issues are essential. Excellent problem-solving, communication, and interpersonal skills are a must. Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable. This is a fantastic opportunity for a motivated individual to lead a critical function and make a significant impact on customer loyalty and retention.
This advertiser has chosen not to accept applicants from your region.
1
Technical Support Manager
411001 Pune, Maharashtra
₹65000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client, a fast-growing technology firm, is seeking an experienced and proactive Technical Support Manager to lead their customer service and helpdesk operations in Pune, Maharashtra, IN . This critical role involves managing a team of technical support specialists, ensuring the timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction. You will be responsible for developing and implementing support strategies, establishing service level agreements (SLAs), and optimizing support processes to enhance efficiency and user experience. The ideal candidate will possess a strong background in IT support, troubleshooting complex technical problems across various software and hardware platforms. Your responsibilities will include monitoring support ticket queues, analyzing trends, identifying root causes of recurring issues, and collaborating with engineering teams to implement product improvements. You will also be involved in training and mentoring the support team, developing knowledge base articles, and ensuring that customer inquiries are handled with professionalism and empathy. Strong leadership, excellent communication, and problem-solving skills are paramount. This position offers a unique opportunity to shape the customer support function of a dynamic company and to contribute significantly to its success. We are looking for an individual with a passion for technology and a commitment to delivering exceptional service. A competitive salary and benefits package are provided, along with opportunities for professional growth and development within the tech industry.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Manager, Pune
Maharashtra, Maharashtra
Danaher Corporation
Posted 2 days ago
Job Viewed
Job Description
Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
At Pall Corporation, one of Danaher's ( 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.
You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.
As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers solve their toughest challenges. Our products serve diverse, global customer needs across a wide range of applications to advance health, safety and environmentally responsible technologies. From airplane engines to hydraulic systems, scotch to smartphones, OLED screens to paper-everyday Pall is there, helping protect critical operating assets, improve product quality, minimize emissions and waste, and safeguard health. For the exponentially curious, Pall is a place where you can thrive and amplify your impact on the world. Find what drives you on a team with a more than 75-year history of discovery, determination, and innovation.
Learn about the Danaher Business System ( which makes everything possible.
The Internal Technical Support Manager is responsible for Strategic and operational management of Internal Technical Support Team, as part of SLS. Provide expert technical support for the use of Pall technologies and use this expertise to develop and support customer processes.
This position reports to the SLS Director and is part of the Food & Beverage Business Unit of Pall Coporation. The position will be located at Pune and will be an onsite role
In this role, your Key Responsibilities will be:
+ Line Management Responsibility: Manage team of Technical Product Specialists and Process Specialists
+ Financial/Budget Responsibility: An awareness of the cost effectiveness of individual projects and their resultant financial implications
+ Consolidate information relative to ITS activity and report on it to Senior Management (team actions, follow-up of assigned objectives, project evolution, support needs from other parts of the organisation, business ethics issues, investment and current expense needs, any other management issues).
+ Facilitate & encourage SLS to be at the forefront of appropriate test technologies and relevant scientific thinking by establishing networks with academics/experts, standards groups and other organisations.
+ Develop and maintain good relation, rapport and network with internal cross functional teams and customers to enable business growth and profitability.
The essential requirements of the job include:
+ B.E/B.Tech (Mechanical/Chemical or related fields) with 12-14 yrs of experience of relevant experience and 5-6 yrs of experience in managing smaller teams.
+ Masters (MBA/M.Tech/MS) will be an added advantage.
+ Experience in planning and organising test work
+ Excellent knowledge of scientific principles and practices relevant to F&B customers and processes
Travel, Motor Vehicle Record & Physical/Environment Requirements: if applicable for role
Willingness to travel (20-30%)
Have valid driving licence and passport
Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit .
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
At Pall Corporation, one of Danaher's ( 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.
You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.
As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers solve their toughest challenges. Our products serve diverse, global customer needs across a wide range of applications to advance health, safety and environmentally responsible technologies. From airplane engines to hydraulic systems, scotch to smartphones, OLED screens to paper-everyday Pall is there, helping protect critical operating assets, improve product quality, minimize emissions and waste, and safeguard health. For the exponentially curious, Pall is a place where you can thrive and amplify your impact on the world. Find what drives you on a team with a more than 75-year history of discovery, determination, and innovation.
Learn about the Danaher Business System ( which makes everything possible.
The Internal Technical Support Manager is responsible for Strategic and operational management of Internal Technical Support Team, as part of SLS. Provide expert technical support for the use of Pall technologies and use this expertise to develop and support customer processes.
This position reports to the SLS Director and is part of the Food & Beverage Business Unit of Pall Coporation. The position will be located at Pune and will be an onsite role
In this role, your Key Responsibilities will be:
+ Line Management Responsibility: Manage team of Technical Product Specialists and Process Specialists
+ Financial/Budget Responsibility: An awareness of the cost effectiveness of individual projects and their resultant financial implications
+ Consolidate information relative to ITS activity and report on it to Senior Management (team actions, follow-up of assigned objectives, project evolution, support needs from other parts of the organisation, business ethics issues, investment and current expense needs, any other management issues).
+ Facilitate & encourage SLS to be at the forefront of appropriate test technologies and relevant scientific thinking by establishing networks with academics/experts, standards groups and other organisations.
+ Develop and maintain good relation, rapport and network with internal cross functional teams and customers to enable business growth and profitability.
The essential requirements of the job include:
+ B.E/B.Tech (Mechanical/Chemical or related fields) with 12-14 yrs of experience of relevant experience and 5-6 yrs of experience in managing smaller teams.
+ Masters (MBA/M.Tech/MS) will be an added advantage.
+ Experience in planning and organising test work
+ Excellent knowledge of scientific principles and practices relevant to F&B customers and processes
Travel, Motor Vehicle Record & Physical/Environment Requirements: if applicable for role
Willingness to travel (20-30%)
Have valid driving licence and passport
Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit .
This advertiser has chosen not to accept applicants from your region.
3
Technical Support Manager - Security & Compliance - Cloud Protection
Microsoft Corporation
Posted 2 days ago
Job Viewed
Job Description
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
As a Senior Support Engineering Manager, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.
This role is flexible in that you can work up to 100% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
- People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people.
- Response and Resolution: You manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
- Readiness: You ensure your team has the technical skills required to provide a great customer experience.
- Product/Process Improvement: You ensure your team understands the product feedback cycle and participate in case triage meetings. You identify the right resources to implement automation or tools.
- Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.
**Qualifications**
Required Qualifications:
- 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
o OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience
o OR equivalent experience
- 1+ year(s) of people management experience
Language Qualification
English Language: fluent in reading, writing and speaking.
CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats-shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.
Preferred Qualifications:
CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
Ability to effectively communicate with customer managers and executives on technical and business issues.
Organization, time management, project management, and negotiation skills.
3+ years of experience providing support for enterprise level premier customers.
Cloud Protection:
- Background/experience in security engineering (blue/red team) preferred
- Background in system/network engineering, DevOps/SRE or software engineering, with a passion for cybersecurity
- Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite
- Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
As a Senior Support Engineering Manager, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.
This role is flexible in that you can work up to 100% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
- People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people.
- Response and Resolution: You manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
- Readiness: You ensure your team has the technical skills required to provide a great customer experience.
- Product/Process Improvement: You ensure your team understands the product feedback cycle and participate in case triage meetings. You identify the right resources to implement automation or tools.
- Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.
**Qualifications**
Required Qualifications:
- 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
o OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience
o OR equivalent experience
- 1+ year(s) of people management experience
Language Qualification
English Language: fluent in reading, writing and speaking.
CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats-shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.
Preferred Qualifications:
CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
Ability to effectively communicate with customer managers and executives on technical and business issues.
Organization, time management, project management, and negotiation skills.
3+ years of experience providing support for enterprise level premier customers.
Cloud Protection:
- Background/experience in security engineering (blue/red team) preferred
- Background in system/network engineering, DevOps/SRE or software engineering, with a passion for cybersecurity
- Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite
- Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .
This advertiser has chosen not to accept applicants from your region.
4
Service Delivery Manager
Pune, Maharashtra
Ensono
Posted 2 days ago
Job Viewed
Job Description
Service Delivery ManagerPune, IndiaJR
**About Ensono**
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today's systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.
We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications - whether it's public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don't feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you're continuously innovating - doing more with less while remaining secure. And that's just the beginning
**Primary Responsibilities:**
+ Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's' operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
+ Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health/wellness of the client's environment, data on incidents/SLAs.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
+ Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
+ Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
+ Provides communications for critical business impacting events, account updates, and service improvement plans.
+ Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship.
+ Supports the management of critical client issues/incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Ensono team to deliver.
+ Assesses account performance through Ensono's Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
+ Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.
**Required Qualifications**
+ 5+ years of IT Service Management experience in a client-facing role
+ Client relationship management experience
+ Operational ability in diverse, large-scale, multi-platform, outsourced environments
+ In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
+ Proficient understanding of ITIL ( (Information Technology Infrastructure Library) principles
+ Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking Willing to travel as required (e.g., client service reviews at client site)
**Shift Timings:** 5:30 PM to 2:30 AM
JR
**About Ensono**
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today's systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.
We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications - whether it's public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don't feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you're continuously innovating - doing more with less while remaining secure. And that's just the beginning
**Primary Responsibilities:**
+ Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's' operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
+ Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health/wellness of the client's environment, data on incidents/SLAs.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
+ Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
+ Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
+ Provides communications for critical business impacting events, account updates, and service improvement plans.
+ Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship.
+ Supports the management of critical client issues/incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Ensono team to deliver.
+ Assesses account performance through Ensono's Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
+ Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.
**Required Qualifications**
+ 5+ years of IT Service Management experience in a client-facing role
+ Client relationship management experience
+ Operational ability in diverse, large-scale, multi-platform, outsourced environments
+ In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
+ Proficient understanding of ITIL ( (Information Technology Infrastructure Library) principles
+ Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking Willing to travel as required (e.g., client service reviews at client site)
**Shift Timings:** 5:30 PM to 2:30 AM
JR
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5
Service Delivery Manager
Mohali, Punjab
TTEC
Posted 2 days ago
Job Viewed
Job Description
Your potential has a place here with TTEC's award-winning employment experience. As a Service Delivery Manager working Onsite in Mohali, India, you'll be a part of bringing humanity to business. #experienceTTEC
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!
**What You'll be Doing**
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
**During a Typical Day, You'll**
· Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
· Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
· Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
**What You Bring to the Role**
· Minimum 1 year call center or equivalent work experience
· Continuously promote a performance-driven culture and always work towards reaching for amazing
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Consistently mentor and inspire others
· Customer focused mindset
· Understanding, interpreting, and manipulating data for reporting
**What You Can Expect**
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Use if Non US based role: Visit for more information.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#Onsite
**Title:** _Service Delivery Manager_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0462I_
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!
**What You'll be Doing**
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
**During a Typical Day, You'll**
· Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
· Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
· Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
**What You Bring to the Role**
· Minimum 1 year call center or equivalent work experience
· Continuously promote a performance-driven culture and always work towards reaching for amazing
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Consistently mentor and inspire others
· Customer focused mindset
· Understanding, interpreting, and manipulating data for reporting
**What You Can Expect**
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Use if Non US based role: Visit for more information.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#Onsite
**Title:** _Service Delivery Manager_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0462I_
This advertiser has chosen not to accept applicants from your region.
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6
Service Delivery Consultant
Mumbai, Maharashtra
Tata Consultancy Services
Posted 5 days ago
Job Viewed
Job Description
Primary Skills – Expert level experience in Project Management with Cyber Security Skills
Domain Skills - Infrastructure Skills
Experience required: 10-12 years
Certification: PMP, Prince2, Scrum
Location -Mumbai
Immediate Joiners are preferred
Job Description
- 10+ Years of Experience in Service Delivery /Program Management role
- Service Delivery Manager should work on multiple projects or initiatives.
- Need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
- Should take accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
- Building strong relationships with teams, clients, COE's and other stakeholders
- Collaborating with CSP ecosystem and bring more value adds & Service improvements across customers.
- Good Understanding of SOW, Scope, Risk Management
- Monitoring & Tracking Service SLA and Risk Management
- Closely worked with Team/Leads and ensure timely delivery
- Weekly/Monthly Status Reporting to Customer and TCS leadership team
- Monitoring Compliance of all Security tools
- Yearly Customer Satisfaction Survery
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7
Manager Service Delivery
Bengaluru, Karnataka
ReSource Pro
Posted 5 days ago
Job Viewed
Job Description
Dear Aspirant,
We are ReSource Pro Operational Solutions Private Limited, Bangalore
About Us:
ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009.
Over 12,000+ ReSource Pro employees provide dedicated support to more than 1200+ insurance organizations, consistently achieving a 96% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity and profitability.
ReSource Pro Global Achievements: ISG Provider Lens Insurance BPO Services and Platform Solutions 2020 ReSource Pro is placed as High in Product Challenger. EVEREST PEAK Matrix P&C Insurance BPS Peak Matrix Assessment 2021 ReSource Pro is identified as a strong Market Impact in the list of Major Contenders.
Contact Scope DIRECT EMAIL -
Job Title : Manager - Service Delivery
Report to Service Delivery - Director
Department- Service Delivery Unit
Location - Bangalore, India
Domain Looking for:
US Insurance
US Mortgage
US Healthcare
International Banking Operations/BFSI
International BPO Non - Voice Process
Responsibilities:
Manage service delivery: SLA, capacity planning, escalations, client onboarding, process improvement & enhancement.
Oversee people management: recruitment, training, performance evaluation.
Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)
Talent Inventory
Client Services
Business Growth
Problem Solving
Multiple Managing Projects
Employee Engagement & Budgeting
Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition, Shrinkage and Capacity Planning Competencies and Behaviors.
Manages for effective performance and develop staff
Skills:
Builds effective team relationships
Communicates effectively
Demonstrates functional excellence
Customer centric
Minimum Qualifications On Paper Experience is Mandatory for all the roles mentioned below,
Experience for Operations Manager Minimum 12 years experience, 5-7 years people management experience.
Experience for Sr. Operations Manager Minimum 15+ years experience, 7-10 years people management experience.
Education Background Bachelor Degree (Major) Graduates Only.
Licenses/Certificates N/A Employee Value Proposition: Join Work with the best in class profession and know what they do DIRECT EMAIL -
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8
Service Delivery Manager
Mohali district, Punjab
AVASO Technology Solutions
Posted 5 days ago
Job Viewed
Job Description
Position Title: Manager - Services Delivery
Location: Mohali
Shift – As per requirement
Position Overview:
In a projectized organizational structure, the Manager - Services Delivery is responsible for the successful execution of IT service projects while also overseeing and managing project-based teams. This role combines leadership in project delivery management responsibilities, fostering a high-performance culture and ensuring teams are engaged, skilled, and aligned with project and organizational objectives.
Key Responsibilities:
Delivery Management:
- Lead and oversee the successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets.
- Define project objectives, deliverables, and success criteria while managing project lifecycles.
- Track and report project progress using standardized dashboards and KPIs.
SLA and KPI Management:
- Ensure that all projects meet contractual SLA obligations and internal performance standards.
- Conduct root cause analyses for SLA breaches and implement mitigation strategies to avoid recurrence.
Customer Relationship Management:
- Act as the primary liaison for customers on project-related issues, updates, and escalations.
- Regularly conduct project reviews and feedback sessions with clients to enhance satisfaction and retention.
Operational Efficiency
- Monitor service delivery metrics and take corrective/preventive actions as needed.
Resource & People Management:
- Assign, manage, and oversee project-specific team resources, ensuring optimal utilization and alignment with project goals.
- Foster team engagement, collaboration, and motivation to maintain a high-performance culture.
- Conduct regular performance reviews, provide constructive feedback, and address underperformance for the people who are directly reporting to him for SDM space.
- Identify training needs and coordinate professional development opportunities to enhance team skills and capabilities.
- Develop succession plans and career paths for team members to align with organizational goals.
- Ensure timely onboarding and proper allocation of new resources for projects.
Risk and Issue Management:
- Maintain a risk register for projects, proactively identifying and addressing potential risks.
- Facilitate rapid escalation and resolution for critical project issues.
Change and Transformation Management:
- Manage project scope changes through structured Change Control Processes.
- Communicate and align stakeholders on transformation initiatives and ensure proper documentation.
Governance and Compliance for Projects:
- Establish and monitor governance frameworks for effective project delivery.
- Ensure compliance with legal, regulatory, and organizational standards on a per-project basis.
- Conduct Daily, Weekly & Monthly Cadence with external and external stakeholders.
Delivery Financial Management:
- Develop and track project budgets, billing, and financial forecasts.
- Maintain financial dashboards to monitor project profitability and cost-effectiveness.
- Conduct variance analysis between planned and actual financial outcomes for each project.
Continuous Improvement:
- Collect feedback from project teams and clients to implement process improvements.
- Promote a culture of innovation and learning within the project teams to drive efficiency and quality.
Qualifications:
- Education: Bachelor’s degree in IT, Project Management, or a related field.
- Experience:
- Greater than 10 Years in Service delivery in EUC , Networking and similar role in IT Managed services.
- Proven experience in managing projectized environments, IT service delivery, and people management.
- Demonstrated success in leading and developing diverse teams.
- Certifications: PMP, PRINCE2, ITIL, or Agile certifications are required.
- Skills:
- Expertise in project management frameworks (e.g., Agile, Waterfall).
- Proficiency in team management tools (e.g., ServiceNow, Jira, Microsoft Project).
- Strong leadership, conflict resolution, and decision-making abilities.
- Exceptional communication and interpersonal skills.
Key Competencies:
- Ability to lead cross-functional and geographically dispersed teams
- Proven expertise in managing end-to-end service delivery lifecycles, from initiation and planning to execution, monitoring, and closure
- Leadership and Team Management: Ability to inspire, guide, and manage teams to achieve goals.
- Project Orientation: Expertise in handling project lifecycles from initiation to closure.
- Stakeholder Management: Effective communication and relationship-building with clients and teams.
- Resource Optimization: Strategic allocation and management of resources to ensure efficiency.
- Risk Mitigation: Proactive identification and resolution of risks.
- Continuous Improvement: Focus on driving innovation and quality enhancements.
- Strategic thinking and problem-solving
- Customer focus and service excellence
- Attention to detail and process orientation
- Conflict resolution and escalation management
- Analytical & Reporting Skills
- Knowledge of ITIL framework and ISO standards
Work Environment:
- Responsible for managing account(s) with a revenue size of minimum $2 million
- Dedicated to leading project-based teams across multiple projects concurrently.
- Occasional travel to customer or project sites may be required.
- Flexibility to work outside regular hours to meet project milestones or address critical issues.
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9