Key Responsibilities

Team Leadership & Management

- Lead and mentor a team of Level 3 support engineers, ensuring high performance and productivity.
- Conduct regular performance evaluations and provide constructive feedback.
- Plan staffing requirements and hire skilled team members to meet business goals.
- Foster a cooperative, inclusive team culture that promotes knowledge sharing and innovation.

Issue Verification & Resolution

- Oversee the verification and remediation of customer-reported issues, ensuring consistency and accuracy.
- Act as an escalation point for complex or high-priority issues, driving resolution and customer satisfaction.
- Partner with engineering, product management, and support teams for root cause analysis.

Process & Performance Management

- Define,



maintain, and refine standard operating procedures for issue verification.
- Monitor KPIs, analyze trends, and implement process improvements.
- Drive operational excellence and ensure alignment with OLAs and team goals.

Continuous Improvement & Strategic Impact

- Stay current with industry best practices and emerging technologies in software support.
- Proactively identify and implement workflow enhancements and support tooling improvements.
- Ensure learnings from escalations feed back into product quality and customer experience.

📌 Manager, Engineering (India)
🏢 Sailpoint Technologies
📍 India