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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 employer, Bangalore location, generalist support manager with broad skills increases applicant competition.
IT service management and incident operations skills are transferable, though product-specific knowledge may be required.
Explicit 7+ years plus ITIL/service delivery and managerial requirements create strict shortlisting filters.
Job Description
Structured overview of role & requirementsAbout This Role
Oversee IT support operations ensuring consistent service quality and SLA compliance for Level 2 support team.
Act as primary contact for complex L2 issue resolution and coordinate escalations with Level 3 teams during critical incidents.
Track performance metrics, support process alignment with stakeholders, and drive continuous improvements including onboarding and training initiatives.
Minimum Requirements
7+ years of experience in IT support operations or service delivery management.
Familiarity with ITIL principles or equivalent service management knowledge.
Experience managing Level 2 support teams and handling escalations with Level 3.
Work Experience Required: 7+ years in related roles.
Ideal Candidate Profile
Experienced leader skilled at monitoring team performance and coaching to maintain collaboration and productivity.
Comfortable managing incident escalations and coordinating cross-functional workflows under pressure.
Knowledgeable in basic APIs, infrastructure, and security concepts to appropriately route technical issues.