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 effective 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.
- Ensu

📌 Assistant manager (Mumbai)
🏢 Rayana Events
📍 Mumbai