Role Overview

The Head of Support will lead the Support Process Excellence function, ensuring enterprise-grade customer support, application performance improvements, and seamless version upgrades. This leadership role demands strong technical expertise, customer-centricity, and the ability to drive operational excellence.

Key Responsibilities

- Lead Support Process Excellence teams to achieve defined business commitments.
- Define, own, and continuously upgrade support processes aligned with business and contractual needs.
- Institutionalize enterprise-grade customer support practices, including customer management, empathy, technical resolution, collaboration with cross-functional teams, and root cause analysis.
- Drive support actions based on NPS and customer feedback to enhance support experience.
- Guide and coach team members to deliver exceptional customer support.
- Identify training needs (technical and soft skills) and implement training programs.
- Collaborate with software development, internal users, and clients to improve application performance.
- Integrate AI/ML solutions to augment support processes.
- Work onsite daily with the support team in Bangalore.

Technical Skills Required

- Proven experience in software application support.




- Hands-on expertise with Windows Server, SQL Server, Tomcat, and JBOSS servers.
- Robust knowledge of application log analysis and providing L2/L3 customer support.
- Understanding of common root causes of application errors and ability to provide solutions.
- Experience with Load Balancers and Web Application Firewalls.
- Ability to interpret programming logic through application logs.
- Proficiency in MySQL and SQL queries.

Good to Have (Optional):

- Knowledge of Vulnerability Assessment and Penetration Testing.
- Familiarity with frameworks such as ISO 27001, SOC 2 Type 2.

General Skills Required

- Ability to operate as an Independent Contributor initially.
- Professional rigor to achieve business goals without constant follow-ups.
- Capability to train teams on procedural and technical topics.
- Strong communication and collaboration skills.
- Flexibility to work occasional evenings and weekends.

Experience & Qualifications

- 15+ years of experience in IT, Application Development, or Application Support environments.
- BE / BTech / MCA / MSc in Computer Science or IT.
- Certification or degree in Data Science / AI is an added advantage.

📌 Head - Support Process Excellence (Director / Sr. Director) (Karnataka)
🏢 Synergy Hive Co In
📍 Karnataka