Position Summary The Night Shift Support Manager will own end-to-end support operations during night hours, ensuring consistent SLA/TAT adherence, team performance and escalation management for global customers on Zendesk-based support operations. The role requires robust people-management skills and the ability to independently run a 247 support operation during the night window.

Roles & Responsibilities

Operational Ownership

- Own the entire night-shift support queue end-to-end: from the moment a ticket lands, through triage, prioritisation, assignment and resolution oversight across the full team
- Build and adjust shift structure and staffing based on real ticket-inflow patterns, so the right coverage is in place at the right hours rather than a flat, one-size-fits-all schedule
- Actively monitor queue health throughout the shift, stepping in to rebalance workload or reprioritise when volume spikes or an unexpected issue surfaces

SLA, TAT & Quality

- Drive consistent SLA and TAT compliance for the night window, which often carries a different ticket mix and urgency profile than daytime hours
- Maintain visibility into ticket trends and classification patterns, using that insight to anticipate problems before they become SLA breaches
- Lead root-cause analysis at the individual escalated-ticket level and at the broader trend level, identifying when a spike or recurring issue points to a systemic gap rather than a one-off

Escalation & Decision-Making

- Serve as the person in charge overnight, resolving customer escalations, technical issues and team conflicts independently, without waiting for daytime leadership




- Exercise sound judgment on when something genuinely needs further escalation versus when it can and should be resolved at the night-shift level
- Keep a clear, accurate handover record so daytime teams start with full context on anything still open or in progress

Team Leadership & Culture

- Lead, motivate and retain a team working non-standard hours
- Coach team members in real time during live ticket handling, building their independent judgment rather than directing every decision
- Instil a strong, responsive culture around SLA/TAT ownership, so the team holds itself accountable even when it is the only team awake

Cross-Functional Coordination

- Coordinate seamlessly with internal stakeholders, partner teams and counterparts in other time zones, bridging the communication gap that comes with being the only active team during those hours
- Represent the night shift's perspective and challenges to broader leadership, so night-specific issues don't get lost in daytime-centric planning

Tools & Systems

- Work hands-on across ticketing and incident-management platforms such as Zendesk, JIRA or similar tools as part of daily operations, actively working within the system alongside the team and not just reviewing reports
- Oversee the knowledge base (KEDB/FAQs) so the night team can resolve issues faster and with fewer repeat tickets

Skills Required





- Exceptionally good written and verbal communication skills (a key selection criterion)
- Proven people-management skills, including leading a team on night or rotational shifts
- Ability to run a support operation independently overnight, with sound judgment on escalations and decisions
- Strong analytical and root-cause analysis ability, with a focus on SLA/TAT management
- Hands-on experience with Zendesk, JIRA or similar ticketing and incident-management tools
- Proficiency in MS Excel (pivots, formulae, etc.) for reporting and trend analysis
- Strong stakeholder management with partner teams and counterparts across time zones
- Willingness to work night shifts on a regular basis
- Preferred: Experience in data support or analysis in the finance, billing, payments or energy domain
- Added advantage: SQL-based tracking and reporting

Experience
- 8 to 12 years of total experience in customer or technical support operations, data support or analytics, with at least 3 to 4 years in a team-lead or managerial role.
- Prior experience managing a team of analysts in a global, shift-based support environment, preferably leading a night shift independently

Educational Qualification Only candidates with one of the following degrees will be considered:

- MSc in Computer Science
- BE or ME in Computer Engineering, Electrical Engineering or Electronics Engineering

Work Model & Shifts

- Hybrid model with rotational shifts: Morning, Evening and Night, plus the General Shift
- General Shift: work from the office at Taramani, Chennai
- Morning, Evening and Night Shifts: work from home
- Working days are Monday to Friday; Saturday and Sunday are off

📌 Manager - Support Operations (Night Shift) - Hybrid (Chennai)
🏢 Aniaaz Consulting
📍 Chennai