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Metro location, common service-management role, hybrid work, and mid-tier employer increase candidate competition.
Airline cargo domain and deep ITSM expertise preference makes background fit industry-sensitive.
Explicit 10–15 years requirement, mandatory people management, ITIL and ERP experience make filtering stringent.
Lead, manage, and coach a service management group handling airline cargo customer support in Mumbai location.
Ensure resolution of customer issues within agreed SLAs, monitor service quality, and report SLA performance and operational risk to senior leadership.
Drive automation and AI adoption for improved service detection and restoration, and lead data-driven service improvement initiatives based on customer feedback.
10-15 years managing customer support with at least 5 years in people management.
Bachelor’s degree in IT or related field.
Experience with CRM-based ticketing tools supporting Tier-1 ERP applications.
Work location: Mumbai; exposure to airline cargo domain preferred but not explicit as a hard filter.
Experienced leader in customer support within airline cargo or related technology environments with strong stakeholder management skills.
Familiarity with ITIL service management standards and AI-powered ITSM platforms for continuous improvement.
Proven ability to use service analytics to drive service quality and SLA compliance in complex technical environments.