Production Support Supervisor

Role Title - Production Support Supervisor

Department - Support Operations

Location - Mumbai, India

Role Purpose

The Production Support Supervisor plays a critical role in ensuring the smooth operation of the companys Production Support Team. This team is responsible for assisting our clients and partners in their utilization of our products and services. This role focuses on supporting internal team members whose responsibilities include troubleshooting, analyzing, and resolving technical inquiries related to the companys products and services. The Supervisor will oversee a regional team (India & Asia), providing people management and operational oversight while fostering a collaborative, high-performance work environment.

The ideal candidate will be a hands-on leader who can balance delegation with direct involvement, guiding and empowering team members while jumping in when necessary. They should be experienced technically and a good problem solver.

Key Responsibilities

People Management

• Supervise and support a team of technical support professionals, ensuring they meet performance expectations.
• Conduct regular 1:1 meetings, performance reviews, and coaching sessions to foster professional growth.
• Provide constructive feedback, mentorship, and training to help team members excel in their roles.
• Participate in the hiring and onboarding of new team members to strengthen the Production Support function.
• Promote a collaborative and engaged team culture, ensuring alignment with company values.

Operational Management

• Monitor and manage the teams workload, ensuring adherence to SLAs and performance targets for response and resolution times.
• Identify emerging trends and issues, proactively proposing solutions and mitigation strategies to maintain smooth operations.
• Ensure the creation and continuous improvement of knowledge bases, training materials, and SOPs, collaborating with other departments to enhance cross-functional processes.
• Maintain a full understanding of the companys products, services, and client requirements, enabling efficient troubleshooting and problem resolution.
• Participate in data analysis and reporting, tracking team performance, identifying inefficiencies, and driving process improvements.
• Escalate complex issues appropriately while collaborating with other internal teams.

Quality & Performance Enhancement

• Instill a culture of continuous improvement, ensuring team members are proactive in identifying inefficiencies and proposing solutions.
• Ensure high service quality standards are maintained by regularly reviewing and refining support processes.
• Maintain compliance with internal policies and industry best practices, ensuring operational efficiency.
• Lead and contribute to projects aimed at optimizing technical support functions and improving customer experiences.

Measures of Success

1. Performance & Productivity
• Ensure team response and resolution times meet or exceed contractual SLA targets.
2. Engagement & Development
• Maintain high team engagement, measured through satisfaction surveys and retention rates.
• Identify skill gaps and implement development initiatives to build technical and soft skills.
3. Business Impact & Cost Control
• Optimize the average cost per support request while maintaining high service quality.
• Ensure the team can handle peak demand efficiently, preventing service degradation.

Key Skills and Competencies

• People Management- Experience leading and developing technical support teams in a geo-distributed, hybrid remote/office environment.
• Technical Troubleshooting - Strong analytical skills with a structured problem-solving approach to investigating and resolving technical product issues.
• Operational Oversight- Ability to monitor, analyze, and optimize support operations, ensuring compliance with SLAs.
• Data-Driven Decision Making- Experience utilizing data analysis tools (e.g., SQL, Excel, dashboards) to measure performance and drive improvements.
• Communication & Collaboration- Strong interpersonal skills to coordinate with cross-functional teams (e.g., Engineering, Customer Success).
• Process Improvement & Documentation- Experience developing SOPs, knowledge bases, and training programs for a support organization.
• Accountability & Leadership- A hands-on leader who takes ownership of team performance and operational outcomes.

Qualifications

Essential:

• Experience in team lead or supervisory roles within technical support or production support.
• Proficiency in technical troubleshooting, application/system support, and understanding of computing concepts (e.g., web applications, APIs, SSL/security, databases).
• Good people management skills, including coaching, training, and performance management.
• Ability to work under pressure, managing stress effectively while leading a team in a dynamic support environment.
• Intermediate to advanced data analysis skills, including working with SQL, Excel (Pivot Tables), and BI tools.
• Familiarity with service management tools (e.g., Zendesk, Jira Service Management, ServiceNow).
• Excellent communication and stakeholder management skills.

Desirable:

• Background in financial services, banking, alternative payments, or fintech.
• Project management experience, including defining deliverables, assessing risks, and executing process improvement initiatives.
• Technical certifications (e.g., ITIL, PMP, or equivalent) are a plus.