Senior Manager -Support
- Simba Technologies
- 8 - 15 years
- Hyderabad
- 19 days ago
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Job Description
Location: India (Preferred in Hyderabad)
Employment Type: Full-time
Job Description
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.
Qualifications
Must-Have Skills:
- Bachelors 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
All your information will be kept confidential according to EEO guidelines.
** 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. **
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Head - Tech SupportEmployement Type: Full timeContact Details:
Company: Simba TechnologiesLocation(s): Hyderabad+ View Contact
Keyskills: Computer science Ticketing ERP Automation SAP Scheduling Customer service Continuous improvement Technical support Salesforce
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