Product Support Manager
Milestone Technologies (company site, opens in a new tab)8–15 yrsKochiOn-siteDirect career pageEst. 12–22 LPA
Posted on 18 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage end-to-end production support operations for Salesforce ITSM platforms, ensuring platform stability and SLA adherence.
- Drive major incident, problem, and change management processes including Root Cause Analysis and continuous improvement initiatives to reduce recurring incidents.
- Lead and mentor geographically distributed support teams, manage resource planning, and engage with senior stakeholders for operational governance and customer satisfaction.
Minimum Requirements
- Bachelor's degree in Engineering, Computer Science, IT, or related field.
- 8-15 years of overall IT experience with minimum 3+ years managing production support or service delivery teams.
- Hands-on experience supporting Salesforce platforms and/or enterprise ITSM platforms like ServiceNow, Jira, etc., with strong understanding of ITIL processes including incident, problem, change, and major incident management.
- Experience managing 24x7 support operations and leading large support/customer-facing engagements.
Ideal Candidate Profile
- Experienced leader comfortable managing large, geographically dispersed production support teams.
- Strong operational mindset focused on service delivery management, SLA compliance, and continuous service improvement within Salesforce ITSM environments.
- Skilled in stakeholder engagement at executive levels and driving governance, automation, and efficiency initiatives in complex enterprise settings.