Position: Support Manager Night Shift

Roles & Responsibilities:

- Manage end-to-end night-shift support operations and ticket queues.
- Ensure SLA/TAT compliance, timely ticket resolution, and service quality.
- Handle customer escalations, incident management, and root-cause analysis.
- Monitor ticket trends, workload distribution, and team performance.
- Lead, mentor, and motivate the night-shift support team.
- Coordinate with cross-functional teams and global stakeholders.
- Maintain accurate shift handover reports and ensure operational continuity.
- Work hands-on with Zendesk, JIRA, or similar ticketing tools.

Required Skills:

- Solid people management, leadership, and decision-making skills.
- Experience in SLA/TAT management and escalation handling.
- Excellent analytical, troubleshooting, and communication skills.
- Ability to independently manage night-shift operations and support global customers.
- Experience with Zendesk, JIRA, or similar support platforms is preferred.

Add a concise position summaryInclude staffing and queue ownership

📌 Support Manager (Chennai)
🏢 CIEL HR
📍 Chennai