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Experience: 8+ yrs

Location: Pune, Maharashtra, Mumbai, Maharashtra, Hyderabad, Telangana

Job Type: Full-time

We are looking for an experienced Support Operations Manager to build, lead, and scale an India-based technical and product support team. This role requires a strong combination of people leadership, support operations, process development, service delivery, and transition management.

The ideal candidate will have experience establishing offshore support functions, developing high-performing teams, and ensuring consistent service delivery against defined Service Level Agreements (SLAs). Experience in Healthcare Revenue Cycle Management (RCM) or healthcare technology support will be a robust advantage.

Requirements

Key Responsibilities
- Recruit, onboard, train, and develop Support Engineers to build a scalable and high-performing India support team.
- Lead structured knowledge-transfer initiatives with U.S.-based support and product teams, including shadowing,



reverse shadowing, and readiness assessments.
- Develop and maintain support processes, runbooks, troubleshooting guides, escalation matrices, and knowledge bases for each product.
- Plan and execute phased transitions of support ownership from the U.S. team to India, ensuring clear milestones, readiness checks, and sign-offs before each product goes live.
- Establish standard operating procedures for ticket triage, prioritisation, assignment, investigation, resolution, and escalation.
- Oversee day-to-day ticket management to ensure issues are assigned appropriately and resolved within agreed SLAs.
- Monitor support metrics, including ticket volumes, resolution times, backlog, SLA compliance, and escalation trends.
- Identify operational risks, recurring issues, and service delivery gaps, and implement corrective actions.
- Manage critical escalations and coordinate with Product, Engineering,

📌 Product Support Manager (Pune)
🏢 Weekday AI
📍 Pune