Location: Bangalore

Experience: 3+ Years

Work Model: Hybrid (3 Days Work from Client Office)

Shift: NASA Shift (Rotational - US Time Zones)

About the Role

We are looking for an experienced Duty Manager to join a leading global technology organization. The ideal candidate will be responsible for monitoring service request queues, assigning cases to engineers, ensuring SLA adherence, coordinating with global teams, and driving operational excellence.

Key Responsibilities

- Monitor incoming service request queues and assign cases to appropriate engineers.
- Validate, track, and reassign cases based on region, network, and priority.
- Ensure compliance with Service Level Agreements (SLAs).
- Escalate potential SLA breaches to management.
- Coordinate case transfers across regional and global support centers.
- Monitor engineer availability and balance workloads.
- Review case audit trails and maintain queue health.




- Generate daily operational reports.
- Mentor new Duty Managers.
- Identify opportunities for process improvements.
- Support workload balancing and queue management activities.

Required Skills

- 3+ years of experience in Service Operations / Incident Management / Queue Management / Duty Management.
- Experience working with ServiceNow, Remedy, Salesforce, or similar case management systems.
- Good understanding of SLA management.
- Strong coordination and stakeholder management skills.
- Excellent communication skills.
- Ability to multitask in a rapid-paced environment.
- Proficiency in Microsoft Office Suite.

Qualification

- Bachelor's Degree

Work Details

- Hybrid Work Model
- Bangalore Location
- Rotational US (NASA) Shift

📌 Duty Manager | Service Operations | Queue Management | IT Support (Bengaluru)
🏢 SDNA Global
📍 Bengaluru