Support Manager

Position: Support Manager Night Shift

Roles & Responsibilities:

• Manage end-to-end night-shift support operations and ticket queues.
• Ensure SLA/TAT compliance, timely ticket resolution, and service quality.
• Handle customer escalations, incident management, and root-cause analysis.
• Monitor ticket trends, workload distribution, and team performance.
• Lead, mentor, and motivate the night-shift support team.
• Coordinate with cross-functional teams and global stakeholders.
• Maintain accurate shift handover reports and ensure operational continuity.
• Work hands-on with Zendesk, JIRA, or similar ticketing tools.

Required Skills:

• Strong people management, leadership, and decision-making skills.
• Experience in SLA/TAT management and escalation handling.
• Excellent analytical, troubleshooting, and communication skills.
• Ability to independently manage night-shift operations and support global customers.
• Experience with Zendesk, JIRA, or similar support platforms is preferred.

Add a concise position summaryInclude staffing and queue ownership