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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 strong 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, and other stakeholders to drive timely resolution.
- Build strong working relationships with U.S. clients, leadership, and cross-functional teams to ensure effective communication and service continuity.
- Coach team members, establish performance expectations, and promote ownership, collaboration, and continuous improvement.
- Continuously improve support workflows, team productivity, documentation quality, and overall customer experience.

What Makes You a Great Fit

- 8+ years of experience in technical support, product support, support operations, or service delivery, including at least 3 years managing multi-tier support teams.
- Proven experience building or scaling offshore support functions, including recruitment, training, process design, and SLA management.
- Experience managing phased transitions, migrations, knowledge transfers, or the transfer of operational ownership across geographies.
- Strong understanding of ticketing workflows, incident management, troubleshooting, escalation management, and support performance metrics.
- Experience in Healthcare RCM, healthcare technology, or healthcare software support is highly desirable.
- Demonstrated ability to develop support documentation, runbooks, knowledge bases, and standard operating procedures.
- Strong stakeholder-management skills and experience collaborating with U.S.-based clients, teams, and leadership.
- Excellent written and verbal English communication skills.
- Strong leadership and coaching capabilities, with the ability to build accountable, motivated, and customer-focused teams.
- Analytical and problem-solving skills, with a proactive approach to identifying risks and improving service delivery.
- Ability to manage competing priorities, maintain operational discipline, and deliver consistent results in a fast-paced setting.

📌 Product Support Manager (Hyderabad)
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