Senior Manager -Support
- Insightsoftware
- 8 - 13 years
- Hyderabad
- 10 days ago
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Job Description
Insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team! LocationIndia (Preferred in Hyderabad) Employment TypeFull-time Responsibilities :
Lead and manage global support teams, including hiring, onboarding, and performance reviews.
Ensure 24/7 support coverage through effective scheduling and resource planning.
Drive AI and automation initiatives to enhance support efficiency.
Monitor customer sentiment and engage directly with clients to resolve issues and understand needs.
Collaborate cross-functionally with product, engineering, and cloud teams to share updates and insights.
Communicate product and infrastructure changes to clients proactively.
Set, track, and report on team KPIs and goals.
Maintain support documentation and foster a culture of continuous improvement and knowledge sharing.
Bachelor's Degree in Business, Finance or Computer Science or relevant work experience
8+ years in customer service or technical support management, ideally in financial environments with overall experience in the IT Industry between 12-15 Years
Experience in Managing the teams and working in a Matrix Environment
Proficient with Salesforce or similar ticketing systems.
Hands-on experience with AI tools and implementing AI in support operations.
Strong client-facing communication and interpersonal skills.
Excellent problem-solving, critical thinking, and attention to detail.
Proven ability to lead, mentor, and develop high-performing teams.
Adaptable, organized, and effective in fast-paced, dynamic settings.
Deep commitment to customer service excellence and empathetic client support.
Required to work in U.S shifts or as defined by assigned requirements
Willingness to be on-call on holidays or weekends or as required by the business
Nice-to-Have Skills:
Familiarity with ERP systems like NetSuite, Oracle, SAP
Strong knowledge of databases (Postgres, SQL, Oracle)
Experience with cloud-based solutions and infrastructure
Knowledge of ITIL processes and best practices
Passion for technology and customer success
Additional Information ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. ** Additional Information Key Competencies:
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Head - Tech SupportEmployement Type: Full timeContact Details:
Company: InsightsoftwareLocation(s): Hyderabad+ View Contact
Keyskills: ticketing tools customer service dbms salesforce technical program management project management oracle sap program management sql netsuite technical support postgresql service delivery management support management itil sla management
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