Manager - Product Support

Role overview

Manager - Product Support at IDfy

Employment details

• Location: Mumbai [Maharashtra] [India]

Application details

• Designing, implementing, and optimizing support workflows, SOPs, and application-side incident management frameworks Overseeing ticket handling, escalations, shift rosters, and knowledge base documentation to maintain 24/7 service standards Tracking, analyzing, and reporting key performance metrics (SLAs, TAT, CSAT, first-response times, MTTR) to senior leadership Identifyin

Additional role details

• Here's what your day would look like...