About Clari5

Clari5 is a technology company that specializes in providing real-time intelligence and analytics solutions primarily for the banking and financial services sector. They use AI & ML to help organizations detect and prevent fraud, enhance customer engagement, and improve operational efficiency.

Job Description

Location- Bangalore/Delhi/Mumbai

Experience- 15+ Years

Group Support Manager (GSM) Technical Support

Leads the technical support function strategically, manages escalations and ensures high customer satisfaction.

Primary Responsibilities
Oversee complete technical support operations and ensure SLA adherence.
Lead client escalations, manage expectations and drive resolution strategies.
Establish and refine support processes, escalation frameworks, SOPs, and workflows.
Build, mentor, and manage a high-performing technical support team.
Work closely with engineering, QA, product, and project teams for customer problem resolution.
Conduct capacity planning, workforce management, and optimize team scheduling.
Review RCA reports and implement preventive measures.
Participate in client review meetings, audits, and governance discussions.
Promote automation, self-service improvements, and knowledge management.

Technical Skills




Comprehensive understanding of enterprise support process, infrastructure architecture, and system performance.
Solid knowledge of Linux/UNIX, application deployment, and ITIL best practices.
Experience managing ticketing systems, SLA management and escalation handling.
Ability to manage incident resolution at technical, business, and stakeholder levels.

Leadership Skills
Robust client relationship management and communication.
Ability to influence cross-functional decisions.
Expertise in Troubleshooting, operational planning, risk management, and crisis handling.

Preferred Skills
Prior experience in managing BFSI technology platforms or fraud detection systems.
Experience in transitioning teams or driving performance uplift programs.
Bachelors Degree in Engineering, Computer Science, Information Technology or equivalent or higher.

Additional Traits
Robust customer orientation and problem-solving mindset.
High level of urgency and accountability.
Excellent written and verbal communication.
Ability to work in rotational shifts and handle on-call support.
Willingness to travel when required.
Fast learner with adaptability to new technologies.

📌 Group Support Manager Gsm Technical Support Mumbai
🏢 Clari5 - A Perfios
📍 Mumbai