Support Manager (Techno Functional)

Ethicsinfotech

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