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 specialists with solid 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.

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