The Support Manager will own end-to-end support delivery for covering full L1 L2 and L3 support across a 24x7 model as per the project. This role is responsible for ticket operations, SLA performance, team training and performance management, shift coverage, and driving continuous service improvement, including automation-led efficiency gains. The support manager will be the primary point of contact for support escalations with Cisco and will work closely with engineering, product, and Emplay leadership.

Responsibilities

Own and manage the support ticket system end-to-end, ensuring correct categorisation, prioritisation, and SLA adherence across L1 L2 and L3 tickets.
Generate and present support SLA reports to stakeholders, tracking resolution times and performance against agreed SLAs.
Drive usage, adoption, and customer satisfaction surveys; analyse results and present findings and recommendations to leadership.
Design and implement service improvement plans based on ticket trend analysis, RCA findings, and customer feedback.




Coordinate shift handovers across the support team to ensure seamless 24x7 coverage.
Lead support team training programmes and manage ongoing performance reviews for L1 and L2 engineers.
Manage day-to-day workload allocation across the support team, ensuring tickets-per-FTE and resolution time targets are met.
Drive automation and AI-based support initiatives aimed at improving ticket deflection and resolution efficiency.
Act as the primary escalation point for high-severity (P1/P2) incidents, coordinating with Engineering, Product, and the Cisco team through to resolution.
Oversee AWS CloudWatch monitoring (concurrent users, error rates, and related metrics) for proactive issue detection, working with Engineering on alerting and dashboards.
Own RCA documentation, knowledge base creation, and audit/compliance reporting for the project.

Requirements

5+ years of experience in technical support, with at least 1-2 years in a support management

📌 Support Manager (Bengaluru)
🏢 Emplay
📍 Bengaluru