The Support Operation Manager will lead the L2 support team for platforms like CPaaS, SmartVault, and OCMP, ensuring efficient processes, quick resolutions, and high customer satisfaction through proactive operations and continuous improvement.

Responsibilities :

- Manage and mentor the L2 support team to handle complex issues : Oversee a team of 8-12 engineers, conduct performance reviews, provide training on troubleshooting advanced problems like API failures or integration glitches, and rotate on-call duties.

- Define and monitor SLAs to ensure customer satisfaction : Set metrics (e.g., 95% issues resolved in 4 hours, 99% uptime), track via dashboards (Zendesk/ServiceNow), analyze trends, and escalate breaches with action plans.

- Collaborate with engineering teams to address recurring issues : Partner with devs/QA on bug bashes, feedback loops for hotfixes, and RCA sessions to turn support insights into product improvements.

- Implement tools and processes to streamline support operations : Deploy ticketing systems, knowledge bases, chatbots for L1 triage, and automation (e.g., scripts for log analysis) to reduce MTTR (mean time to resolution).

- Provide regular updates and insights to senior management : Deliver weekly reports on KPIs (ticket volume, CSAT scores), quarterly reviews with trends/root causes, and strategic recommendations for scaling support.

Required Skills :

- Expertise in managing support teams and processes (hiring, coaching, workload balancing).

- Strong knowledge of ITIL frameworks (incident/change/problem management) and SLA management.

- Familiarity with CPaaS platforms and associated technologies (e.g., APIs, real-time comms).