Job Description – Assistant Manager, Technical Support

Position

Assistant Manager – Technical Support

Experience Required

- Minimum 8 years of overall work experience
- Minimum 3 years of experience managing a Technical Support team
- Minimum 5 years of experience in the BFSI industry
- Minimum 3 years of Technical Support experience in Stock Broking / Capital Markets
- Hands-on experience supporting trading mobile applications and web-based trading platforms

Role Overview

We are looking for an experienced and hands-on Technical Support Assistant Manager to manage a team of approximately 5–7 L1 Technical Support Executives.

The person will be responsible for ensuring efficient handling and resolution of customer and internal user queries across multiple channels, including calls, emails, WhatsApp, and helpdesk/ticketing systems.

The role requires a combination of team management, technical troubleshooting, escalation management, SLA monitoring, and continuous improvement of support processes.

Key Responsibilities

1. Team Management

- Lead, manage, mentor, and monitor a team of 5–7 L1 Technical Support resources.
- Ensure proper allocation of workload and efficient handling of incoming queries.
- Monitor individual performance and provide regular feedback and coaching.
- Identify training gaps and ensure the team is adequately trained on products, processes, and troubleshooting.
- Build a culture of ownership, accountability, responsiveness, and customer focus.

2. Technical Support Operations

- Manage support operations across calls, emails, WhatsApp, and ticketing/helpdesk systems.
- Ensure all queries are acknowledged, assigned, tracked, and resolved within defined timelines.
- Prioritise critical and high-impact issues and ensure timely escalation to the relevant teams.
- Act as the first point of escalation for complex or unresolved issues.
- Coordinate with Product, Development, QA, Operations, Infrastructure,



and external vendors for faster resolution.
- Ensure no query is missed or left unattended.

3. SLA, FTR and Ticket Management

- Monitor and improve key support metrics, including:
- SLA adherence
- First-Time Resolution (FTR)
- Response and resolution time
- Ticket aging
- Reopened tickets
- Escalation rate

- Ensure maximum possible queries are resolved during the first interaction.
- Closely monitor pending and aging tickets and ensure regular follow-up.
- Work towards ensuring that no avoidable or unattended query remains open at the end of the day.
- Ensure all pending issues have a clear owner, next action, and expected resolution timeline.

4. Trading Platform Support and Escalation Management

- Provide hands-on support for mobile trading applications and web-based trading platforms.
- Have the ability to understand and troubleshoot issues related to login, order placement, funds, limits, holdings, application performance, and other trading-related functionalities.
- Collect relevant information and details before escalating technical issues to the appropriate teams.
- Handle critical customer issues and ensure regular communication until closure.
- Identify recurring issues and coordinate with relevant teams to drive permanent solutions.

5. Process Improvement and Reporting

- Continuously identify opportunities to improve Help Desk processes, efficiency, and customer experience.
- Analyse recurring issues and perform RCA to reduce repeat incidents.
- Develop and improve SOPs, troubleshooting guides, and knowledge base articles.




- Identify opportunities for automation and self-service.
- Prepare and review daily, weekly, and monthly MIS covering ticket volumes, SLA, FTR, aging, escalations, recurring issues, and team performance.
- Proactively highlight operational risks and improvement opportunities to management.

Required Skills and Experience

- Strong experience in Technical Support and Help Desk operations.
- Proven experience managing and efficiently handling a Technical Support team.
- Strong understanding of Stock Broking / Capital Markets platforms and processes.
- Hands-on experience supporting trading mobile apps and web applications.
- Experience handling customer queries through calls, emails, WhatsApp, and ticketing systems.
- Strong understanding of SLA management, FTR, escalation handling, ticket aging, and RCA.
- Good analytical, troubleshooting, communication, and stakeholder management skills.
- Ability to manage multiple priorities and work effectively during critical business and market hours.

Added Advantage

- Experience working in a Technical Support BPO or Managed Services workplace.
- Experience managing high-volume customer support operations.
- Experience with helpdesk tools such as Freshdesk, Zendesk, ServiceNow, Jira, or similar platforms.
- Experience in process automation, support workflow improvements, or self-service solutions.

Key Success Measures

The performance of the Assistant Manager will be measured based on:

- SLA adherence and improvement in FTR
- Reduction in response and resolution time
- Reduction in aging and reopened tickets
- Effective management of escalations
- No unattended or avoidable open queries at the end of the day
- Improvement in team productivity and performance
- Reduction in recurring issues through RCA and permanent fixes
- Continuous improvement in Help Desk processes and customer experience

📌 Assistant manager - Technical support (Mumbai)
🏢 Rayana Events
📍 Mumbai