Support Group Manager

About Clari5:

Clari5 is a technology company that specializes in providing real-time intelligence and analytics

solutions primarily for the banking and financial services sector. They use AI & ML to help

organizations detect and prevent fraud, enhance customer engagement, and improve

operational efficiency.

Job Description-

Location- Bangalore/Delhi/Mumbai

Experience- 15+ Years

Group Support Manager (GSM) Technical Support

Leads the technical support function strategically, manages escalations and ensures

high customer satisfaction.

Primary Responsibilities-

• Oversee complete technical support operations and ensure SLA adherence.

• Lead client escalations, manage expectations and drive resolution strategies.

• Establish and refine support processes, escalation frameworks, SOPs, and

workflows.

• Build, mentor, and manage a high-performing technical support team.

• Work closely with engineering, QA, product, and project teams for customer

problem resolution.

• Conduct capacity planning, workforce management, and optimize team

scheduling.

• Review RCA reports and implement preventive measures.

• Participate in client review meetings, audits, and governance discussions.

• Promote automation, self-service improvements, and knowledge management.

Technical Skills

• Comprehensive understanding of enterprise support process, infrastructure
• architecture, and system performance.
• Strong knowledge of Linux/UNIX, application deployment, and ITIL best
• practices.
• Experience managing ticketing systems, SLA management and escalation
• handling.
• Ability to manage incident resolution at technical, business, and stakeholder
• levels.

Leadership Skills

• Strong client relationship management and communication.
• Ability to influence cross-functional decisions.
• Expertise in Troubleshooting, operational planning, risk management, and crisis
• handling.

Preferred

• Prior experience in managing BFSI technology platforms or fraud detection
• systems.
• Experience in transitioning teams or driving performance uplift programs.
• Bachelors Degree in Engineering, Computer Science, Information Technology or
• equivalent or higher

Additional Traits

• Strong customer orientation and problem-solving mindset.
• High level of urgency and accountability.
• Excellent written and verbal communication.
• Ability to work in rotational shifts and handle on-call support.
• Willingness to travel when required.
• Fast learner with adaptability to new technologies.