- 10 years in technical support roles and 5+ years in technical team leadership.

- Demonstrated success managing KPIs and team performance.

- Results oriented and analytical mindset.

- Strong experience handling escalations and operational incidents.

- Proven experience leading small to medium size projects/initiatives.

- Strong technical foundation across OS, databases, networking, and API concepts.

- Seen as a reliable go-to leader for the L1 support team in seeking guidance, assistance and unblocking complex scenarios.

- Deep understanding of support operations, SLAs, and workload management.

- Advanced ability to interpret data, trends, and performance metrics and utilize those to come up with solutions and tangible actions proactively.

- Skilled in coaching, conflict resolution,



and escalation handling.

- Robust communication skills with customers and internal stakeholders of different levels.

- Is able to adapt the communication style depending on the audience.

- Skilled at building presentations, reports and analysis.

- Holds a strong understanding and displays full awareness of the operation’s main KPI, both, from a real time as well as historical trend standpoint.

- Skilled at identifying relevant changes in KPI trends, finding out the reasons behind those changes and determining if any actions are deemed necessary for correction.

📌 Technical Support Manager (Hyderabad)
🏢 Recruise India Consulting
📍 Hyderabad