L3 Team Manager - Technical Support

Description Support Team Manager (L3)

Experience: 7 10 Years

Location: Delhi / Noida

Shift : General Shift

Working Days : 6 Days a Week

Job Overview : The Support Team Manager (L3) will lead and manage the end-to-end IPPB operations support function. This role is responsible for team performance, SLA adherence, escalation management, and stakeholder coordination. The manager will drive process improvements, ensure service quality, and provide leadership to L1 and L2 teams while operating in a general shift model.

Job Responsibilities :

- Lead and manage the IPPB operations support team (L1 & L2).

- Oversee daily operations, shift planning, and workload distribution.

- Ensure SLA, KPI, and service quality compliance.

- Act as the primary point of contact for escalations and client coordination.

- Review incident trends and implement preventive measures.

- Conduct performance reviews, mentoring, and team development.

- Ensure process adherence, reporting, and continuous improvement.

Required Qualifications & Skills:

- Diploma / Engineering Graduate / Science Graduate / Post Graduate / BCA / MCA.

- Excellent written and verbal communication skills.

- Strong experience in managing application support teams.

- Experience in at least two similar operations/support projects.

- Proven leadership, stakeholder management, and escalation handling skills.