Cust Exp Supervisor

Join a team recognized for leadership, innovation and diversityThe Lead of the 24x7 Support Team will be responsible formanaging a team of six support professionals which includes CSWs to provideround-the-clock support for multiple offerings (10+). The role involvestriaging and providing the first response along with overseeing user managementissues, coordinating with different teams, and ensuring timely resolution ofdocumented support issues.

Key Responsibilities:
Leadership & Team Management:
Manage and lead a team of 6 support professionals including CSWs.
Ensure the team is motivated, trained, and equipped to handle 24x7 operations.
Conduct regular team meetings, performance reviews, and provide feedback.
Support Operations:
Triage, provide first response and engage L2 team
Oversee the resolution of user management and other documented issues.
Ensure adherence to SLA (Service Level Agreements) and OLAs (Operational Level Agreements).
Act as an escalation point for critical issues.
Coordination & Communication:
Liaise with internal and external stakeholders to ensure seamless operations.
Provide regular updates and reports to the management.
Timely Outage communication based on the defined process
Continuous Improvement:
Identify areas for improvement in processes and workflows.
Implement best practices and automation where applicable.

Required Skills & Experience:
Bachelor s degree in Computer Science, IT or related fields
Minimum of 5 years in solving customer problems
Proven experience in managing a 24x7 support team.
Hands on Zendesk/Jira with familiarity in creation or dashboard
Strong knowledge of user management and IT support issues.
Excellent leadership, communication, and problem-solving skills.
Ability to handle high-pressure situations and make quick decisions.
Knowledge of cloud platforms and configuration management.
Excellent written and verbal communication.

Good to Have Skills:
Knowledge on the Cloud Services and database concepts.
Handson with Containers and Kubernetes provisioning/debugging.
Basic Networking Concepts for troubleshooting.
ITIL Certified

• JOB ID: HRD254937
• Category: Customer Experience
• Location: HW Camp II,Bldgs 9A&9B,Plot C2,RMZ Ecoworld,Varturhobli,Sarjapur Marathahalli Outer Ring Road , Bangalore , KARNATAKA , 560103 , India
• Exempt