Manager, Product Support Incident Management
Roblox Corporation (company site, opens in a new tab)10+ yrsGurugramOn-siteDirect career pageEst. 30–50 LPA
Posted 15h ago
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Job description
Structured overview of role & requirements
About This Role
- Manage and mentor a team handling technical escalations and incident response to ensure rapid resolution and minimize impact on Roblox users.
- Oversee end-to-end incident management, including setting up virtual command centers and making critical decisions during high-severity incidents, while coordinating 24/7 operations including on-call duties.
- Collaborate cross-functionally to improve support processes, drive process adherence, enhance agent efficiency, and provide regular performance and incident status reports to senior management.
Minimum Requirements
- 10+ years experience in technical support or operations with at least 2+ years in people management role, preferably in a high-growth tech environment.
- Proficiency in SQL or Python preferred to audit dashboards and support data-driven decisions.
- Familiarity with CRM tools (Zendesk), Jira, and automated ticketing workflows.
- Must participate in shift rotation for 24/7 operations including on-call and weekend coverage.
Ideal Candidate Profile
- Strategic leader focused on root cause analysis and scalable prevention of future incidents, beyond immediate firefighting.
- Data-driven decision maker capable of translating complex technical issues into concise summaries for non-technical and executive stakeholders.
- Experienced in managing and developing high-performing specialist teams within a fast-paced technical support or product support environment.