We're looking for a hands-on Support Manager to run our 24x7 support floor, owning shift planning, coverage and handovers, and making sure every ticket and escalation is handled within SLA, on every shift. ? Shift Management
* Build monthly rosters for 24x7 coverage (morning, afternoon, night & weekend)
* Plan for leave, holidays and peaks with backup and on-call rotas
* Run structured shift handovers so nothing falls through the cracks
* Monitor live queues and reassign resources during spikes or outages
* Manage attendance, overtime, shift swaps and allowances
* Ensure night-shift safety, welfare and transport ? Support Management
* Own L1/L2 support delivery and SLA compliance
* Act as escalation point for P1/P2 issues; coordinate with L3, engineering and vendors
* Lead major incidents: bridge calls, updates, RCA and corrective actions
* Run incident, problem, request and change processes (ITIL)
* Maintain knowledge base, SOPs and runbooks
* Drive automation and process improvements to reduce ticket volume ? People Leadership




* Lead and coach shift leads and support engineers (team of 15–40)
* Hire, onboard, train and run performance reviews
* Build successors and keep morale high across rotational shifts ? You'll be measured on: SLA compliance, shift coverage, backlog ageing, FCR, MTTR, CSAT and team retention. ✅ What you bring
* 8–12 years in IT/technical support, 3+ years managing 24x7 or rotational shift teams
* Hands-on with ITSM tools (ServiceNow, Jira SM, Freshservice, Zendesk)
* Strong rostering, forecasting and capacity planning skills
* Clear communication with customers and leadership
* Willing to support night/weekend escalations on rota
* Good to have: ITIL v4, WFM tools, Power BI/Excel reporting, cloud or infra support exposure ?

What we offer
* Market-competitive salary
* Health insurance for you and your family
* Clear growth path into senior service delivery roles
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* Support for ITIL and tool certifications

📌 Support Manager – Shift (Hyderabad)
🏢 KT2i & Aktionable AI.
📍 Hyderabad