We are looking for an experienced Technical Support Manager to lead our production support team and manage critical customer escalations for high-availability, mission-critical environments.

Key Responsibilities

Lead and manage a technical/production support team.
Act as the technical lead for customer escalations and critical incidents.
Drive Sev-1/Sev-2 incidents from initial troubleshooting through resolution, RCA, and closure.
Lead technical bridge calls and coordinate with customers, internal teams, engineering teams, and vendors.
Ensure SLA adherence, timely incident resolution, and effective escalation management.
Provide technical guidance and mentoring to L1/L2/L3 support engineers.
Review recurring incidents and drive preventive and permanent fixes.
Oversee production deployments, maintenance, patching, upgrades, and DR activities.
Ensure operational runbooks, SOPs, RCA documents, and knowledge base articles are maintained.

Required Skills





Solid hands-on knowledge of Linux.
Good experience with Kubernetes / OpenShift.
Good understanding of databases such as MariaDB, MySQL, or PostgreSQL.
Experience with Kafka, Redis/KeyDB, messaging, caching, or distributed systems.
Experience in banking, payments, fintech, or other high-availability environments.
Strong production troubleshooting and incident management skills.
Experience handling customer-facing technical escalations.
Good understanding of monitoring and observability tools such as Prometheus, Grafana, ELK/OpenSearch, etc.
Strong communication, leadership, and stakeholder management skills.

Experience

8+ years of overall IT/Production Support experience, with experience in leading technical teams and handling critical customer escalations.

📌 Technical Support Manager (Mumbai)
🏢 Scalezee Technologies
📍 Mumbai