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Saviynt

Senior Manager, Customer Support

Saviynt Bengaluru 18 days ago
support
We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers
and ensuring timely, high-quality resolutions to technical issues.

WHAT YOU WILL BE DOING

  • Team Leadership: Lead and manage a team of technical support engineers,
    • providing guidance, mentorship, and support to ensure exceptional customer
    service.
    Shift Management: Oversee night shift operations, ensuring optimal staffing,
    workload distribution, and timely responses to customer inquiries.
    Customer Escalations: Handle complex escalations, working closely with
    engineering, product, and other cross-functional teams to resolve high-priority
    issues.
    Performance Monitoring: Establish and track key performance indicators
    (KPIs) for the team, including response times, resolution times, and customer
    satisfaction metrics.
    24x7 Support Strategy: Contribute to the design and implementation of 24x7
    support processes, optimizing efficiency and ensuring alignment with global
    support operations.
    Training & Development: Identify skill gaps within the team and coordinate
    necessary training and development programs to enhance technical and soft
    skills.
    Continuous Improvement: Drive continuous improvement initiatives,
    leveraging customer feedback and support data to optimize processes and
    deliver a superior customer experience.
    Collaboration: Work closely with other regional support teams to ensure
    knowledge sharing and consistency across support operations globally.

    Reporting: Prepare and present regular reports on team performance,
    operational challenges, and customer satisfaction to senior leadership.

    WHAT YOU BRING

  • 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role.
  • Proven track record of managing teams in a 24x7 support environment.
  • Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable.
  • Leadership: Strong people management skills with the ability to motivate and develop a team.
  • Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience.
  • Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving.
  • Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership.
  • Process-Oriented: Experience in defining and optimizing support processes and performance metrics.
  • Flexibility: Willingness to work night shifts and flexible hours to support global customers.
  • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

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