The Role

As a Manager On Duty within Everpure's Global Technical Support organization, you will serve as the critical mission commander orchestrating real-time resolution for enterprise-level operational incidents. Acting as the ultimate bridge between global customers, account management teams, and internal engineering resources, your goal is to safeguard business continuity and de-escalate high-priority customer emergencies. You will drive operational stability across shift handoffs, direct cross-functional resource allocation during active incidents, and champion systemic improvements across the customer experience landscape.
What You'll Do
- Lead Live Crisis Incident Escalations: Direct real-time triage, cross-functional resource allocation, and technical alignment between engineering, customer support, and sales leadership during critical incident escalations to accelerate resolution times for high-value accounts.
- Bridge Global Shift Handoffs: Coordinate continuous 24/7 engagement models across international time zones with fellow Managers On Duty, ensuring seamless tracking,



transfer, and execution of commitments for critical customer accounts.
- Drive Root Cause Accountability Commitments: Oversee post-escalation deliverables-including technical root cause analyses (RCA) and executive follow-up meetings-to restore operational confidence and reinforce long-term partner trust.
- Transform Trend Insights into Operational Improvements: Analyze escalation patterns and operational friction points across shift workflows, presenting actionable recommendations to CX leadership to proactively reduce incident volume and refine support frameworks.
What You Bring
- Minimum of 5 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- Proven Mission-Critical Incident Leadership: Strategic ability to drive stability and alignment in high-pressure operational environments, ex

📌 Manager on Duty (Bengaluru)
🏢 Pure Storage
📍 Bengaluru