Support Manager

As per company standards Role Overview The Support Manager will own end-to-end support delivery for covering full L1, L2, and L3 support across a 24x7 model as per the project. This role is responsible for ticket operations, SLA performance, team training and performance management, shift coverage, and driving continuous service improvement, including automation-led efficiency gains. The Support Manager will be the primary point of contact for support escalations with Cisco and will work closely with Engineering, Product, and Emplay leadership. Key Responsibilities • Own and manage the support ticket system end-to-end, ensuring correct categorization, prioritization, and SLA adherence across L1, L2, and L3 tickets. • Generate and present Support SLA reports to stakeholders, tracking resolution times and performance against agreed SLAs. • Drive usage, adoption, and customer satisfaction surveys; analyse results and present findings and recommendations to leadership. • Design and implement Service Improvement plans based on ticket trend analysis, RCA findings, and customer feedback. • Coordinate shift handovers across the support team to ensure seamless 24x7 coverage. • Lead support team training programs and manage ongoing performance reviews for L1 and L2 engineers. • Manage day-to-day workload allocation across the support team, ensuring tickets-per-FTE and resolution time targets are met. • Drive automation and AI-based support initiatives aimed at improving ticket deflection and resolution efficiency. • Act as the primary escalation point for high-severity (P1/P2) incidents, coordinating with Engineering, Product, and the Cisco team through to resolution. • Oversee AWS Cloud Watch monitoring (concurrent users, error rates, and related metrics) for proactive issue detection, working with Engineering on alerting and dashboards. • Own RCA documentation, knowledge base creation, and audit/compliance reporting for the project. Qualifications • 5+ years of experience in technical support, with at least 1-2 years in a support management or team lead capacity. • Proven experience managing a support team (L1/L2/L3) in a 24x7 environment, preferably in Saa S, ITSM, or AI-based products. • Strong knowledge of ticketing/ITSM systems, SLA management, and reporting tools (Freshservice, Remedy, Service Now, Jira, or similar). • Strong proficiency with AWS Cloud services. • Basic to intermediate Python coding skills, for automation and data analysis. • General awareness of AI/ML concepts and conversational AI/chatbot platforms. • Familiarity with learning platforms / Ed Tech environments is a plus. • Excellent stakeholder management and communication skills, comfortable interfacing directly with enterprise clients and internal Engineering/Product teams. • Demonstrated experience driving process improvement and automation initiatives within a support organization. Preferred Skills • Experience managing distributed or remote support teams across rotating shifts. • Prior experience supporting enterprise B2B Saa S clients, ideally in Ed Tech or learning platforms. • Experience with cloud monitoring tools (Cloud Watch or similar) and incident management frameworks. • Exposure to SOC 1 or similar audit/compliance evidence processes. Application Process You can apply on this job portal, or submit your resume and relevant details to: placement@emplay.net Email subject line: Application – Support Manager – Emplay Inc Please include the following in your email: • Current CTC • Expected CTC • Notice period • Years of relevant experience • Reason for job change • Linked In profile link ‍ Open Linkedin Apply View all jobs OUR PRODUCTS Sales Agents Support Agents Procurement Agents People Performance Agents OUR PLATFORM Conversational AI Knowledge AI Generative AI COMPANY About Us Partner with Us Careers Contact Us RESOURCES Resource hub Video Blog Linked In Twitter POLICIES Terms of Use Privacy Policy Security and Compliance Copyright © 2025 Emplay. All rights reserved.