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

- * Support for ITIL and tool certifications

📌 Support Manager – Shift & Support Operations | Hyderabad
🏢 KT2i u0026 Aktionable AI.
📍 Hyderabad