We're hiring an experienced Senior Technical Support Manager to lead post-go-live support for mission-critical enterprise platforms. This role is ideal for professionals with strong experience in hypercare, incident management, SLA governance, and enterprise customer support.

Key Responsibilities

- Lead post-go-live support and hypercare for enterprise platforms
- Manage critical incidents (P1/P2), escalations, and executive stakeholder communications
- Drive SLA/OLA governance, RCA, and operational excellence
- Partner with Product, Engineering, and Customer Success teams to resolve complex issues
- Improve support operations through AI, automation, and process optimization
- Mentor support teams and establish scalable support processes

Requirements





- 7+ years in Technical Support, Application Support, IT Operations, or Service Delivery
- Experience supporting large enterprise customers in a global setting
- Strong understanding of enterprise applications, APIs, cloud technologies, and integrations
- Hands-on experience with Jira/Jira Service Management or similar ITSM tools
- Proven experience with incident management, hypercare, and SLA governance
- Excellent stakeholder management and executive communication skills

Nice to Have: SAP, ITIL, AMS/Managed Services, AI-driven support automation.

📌 Application Support Manager (Gurugram)
🏢 Shya Workforce Solutions
📍 Gurugram