Role & Responsibilities

 Own end-to-end Support Operations for the Vadodara office — L1 Call Center, L2 Application Support,

and L3 Technical Support — across all active client projects

 Act as the single point of accountability for ticket flow, SLA adherence, and escalation closure across

all support tiers

 Define daily priorities using the Kanban board and ensure every incoming ticket is acknowledged,

assigned, and tracked in Redmine, SupportOps, and OS Ticket Portal

 Set and enforce SLA targets across all tiers — ticket acknowledgement within 30–40 minutes, and

same-day resolution for P1 (critical) issues

 Review and triage technical tickets directly — read application logs, check database records, and

validate API/configuration issues to guide the L3 team toward faster resolution

 Evaluate Merge Requests (MRs) raised by the L3 team before they go to Project Tech Leads, ensuring

fixes are well-scoped and properly tested

 Manage the L1/L2 Call Center team, including shift planning, workload distribution, and training

oversight





 Oversee the L3 Team Lead and Support Engineers for technical ticket resolution and coordinate MR

submissions to Project Tech Leads

 Own all P1 and P2 client escalations and communicate directly with clients where required, ensuring

issues are resolved locally without needing CEO involvement

 Maintain a documented escalation log and root-cause summary for every issue escalated above L2

 Plan and manage the Monday–Friday core shift and the Saturday rotation roster across L1, L2, and L3

teams

 Manage partial team coverage for evening extension (up to 8:30 pm) when client demand requires it

 Conduct regular team reviews covering ticket backlog, SLA performance, and operational blockers

 Build and maintain a Known Issues / Runbook repository to speed up recurring issue resolution across

projects

 Evaluate team performance periodically and provide structured feedback, including

recommendations for role co

📌 Support Manager (Vadodara)
🏢 Ethics infotech
📍 Vadodara