Technical Support Manager (Anywhere in India)

  • Anywhere in India, Remote, India
  • Employees can work remotely
  • Full-time

Company Description

QED42 is an end-to-end technology solutions provider, focused on delivering ambitious digital experiences to customers around the globe. We reinvent businesses to deliver better data-driven web, mobile, and social experiences.

Today 200+ global customers trust us for our thoughtfully designed web and mobile experiences. Innovation, intelligence, and our deep expertise in Drupal, JavaScript frameworks, and Design thinking; help transform businesses into intelligent enterprises. 

Our marquee customers include - Nestle, Novartis, Warner Music Group, Sony, Stanford Graduation School of Business, ILAO, SABMiller, FILA, PwC, and more. 

Our Values: Integrity, Empathy, Consistency & Predictability, Customer Success, Learning & Knowledge Sharing, Nimbleness

Job Description

As a Tech Support Manager, your responsibilities include:
(Kindly apply only if you have a minimum of 4+ years of experience in web application support & service management)

  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
  • Ensuring that leadership is informed of deviations from project performance on a timely basis and assisting in the identification & mitigation of risks that may impact performance
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
  • Weekly Support Activity Report (SAR) to the Management (synthesis of the week, key issues, results)
  • Key Performance Indicators:
    -Customer Satisfaction and System Availability
    -Cost at the completion
    -Tickets in Progress (quantity and age)
  • Setting team goals and executing strategic initiatives to scale our support capabilities.
  • Monitoring Support SLAs and ensuring continuous improvement for enhancing the SLAs.
  • Ensuring blocker issues get appropriate focus.
  • Managing escalations and keeping all stakeholders updated on the case progress
  • Facilitating discussions between cross-functional teams, development, customers, and other stakeholders to resolve complex and escalated cases.
  • Closely working with the development teams on defect and enhancement traction.

Required skills & experience:

  • Preferable - experience in managing CMS (Drupal & WordPress) projects in Support & Maintenance
  • Expert understanding of JIRA, Helpdesk & other ticketing systems
  • Extensive experience leading technical support and operations (L1/L2)
  • Experience in performance management and incident management
  • Expertise in managing client escalations
  • Knowledge and understanding of best practices for support & service management
  • Good knowledge of Cloud technology, Modern frameworks, and Mobile application is desirable
  • Data-driven Decision-maker
  • Strong written and verbal communication skills
  • Willingness to work in Shifts


Additional Information

What you will get :

  • Open and collaborative work environment, where you will be challenged, respected, and valued by your merits.
  • Intense experience in Drupal development would bring your game to another level.
  • Strong leadership and mentorship, a clear career path, and a supportive environment.  
  • A company that is proud of the quality of its work and invested in your personal development and well-being.
  • A team that values openness, does its job well, cares about one another, values customers, and plays fair
  • People who are fun to work with, are invested in each other's growth and take values seriously.
  • Flexible work schedule so long as you uphold your commitments to the team and clients.
  • Competitive salary, insurance, and many perks.