Operations Manager

Bangalore - India

Monthly Salary: Not Disclosed

Posted on: 26 days ago

Vacancies: 1 Vacancy

Job Summary

Description

he Operations Manager Application Support is responsible for leading a team of

support specialists who provide technical assistance to clients and internal users. This role

ensures timely high-quality support for ServiceChannel applications drives continuous

improvement in issue resolution processes and maintains a strong focus on customer

satisfaction operational excellence and team performance.

Youll manage daily operations coach and develop team members and work cross-

functionally with Product Engineering and Implementation teams to improve product

reliability and the client experience.

Key Responsibilities

1. Application Support Operations

Oversee daily operations of the Application Support team ensuring all inbound

support requests (via Zendesk email chat or phone) are triaged prioritized and

resolved within SLAs.

Establish and maintain support workflows that ensure prompt and professional

responses to all client inquiries.

Monitor system performance metrics and call drivers to identify recurring issues and

trends.

Collaborate with the Engineering and Product teams to resolve technical issues and

communicate product updates effectively to end users.

2. People Leadership & Team Development

Lead mentor and develop a team of Application/Technical Support Specialists to

deliver consistent high-quality support.

Conduct regular performance reviews coaching sessions and skill assessments to

promote team growth.

Foster a culture of accountability collaboration and continuous learning.

Manage workforce planning scheduling and resource allocation to meet service

demands.3. Issue Management & Escalation

Oversee the triage and escalation of complex issues to higher-level technical or

development teams.

Ensure clear and timely communication with clients on the status of escalated issues.

Drive root-cause analysis and contribute to post-incident reviews to prevent

recurrence.

4. Documentation & Knowledge Management

Maintain and enhance internal knowledge bases FAQs and troubleshooting guides.

Ensure accurate documentation of support tickets resolutions and system issues.

Encourage team contribution to knowledge-sharing initiatives and training materials.

5. Training & Enablement

Oversee delivery of baseline training and guidance to clients partners and internal

stakeholders on ServiceChannel applications.

Partner with Enablement and Product teams to design and deliver product update

sessions and onboarding materials.

6. Customer Experience & Continuous Improvement

Monitor and improve customer satisfaction metrics (CSAT NPS resolution time).

Analyze support data to identify opportunities for process automation workflow

optimization and product improvements.

Implement best practices in incident management communication and client

relationship handling.

Qualifications

Bachelors degree in Information Technology Business or related field

10 years of experience in Application Support Service Delivery or Technical

Operations with at least 3 years in a managerial role.

Strong knowledge of help desk systems (e.g. Zendesk ServiceNow Jira Service

Management).

Proven experience managing support operations in a SaaS or enterprise technology

environment.

Excellent analytical problem-solving and decision-making skills.

Strong leadership and communication abilities with a customer-centric mindset.

Familiarity with ITIL practices or service management frameworks (preferred).Success Metrics

Achievement of SLA and response time targets.

High customer satisfaction (CSAT/NPS) and low escalation rates.

Efficient incident handling and resolution processes.

Continuous improvement in documentation and training content.

Strong employee engagement and retention wit

Required Experience:

Manager

Descriptionhe Operations Manager Application Support is responsible for leading a team ofsupport specialists who provide technical assistance to clients and internal users. This roleensures timely high-quality support for ServiceChannel applications drives continuousimprovement in issue resolution ...