Build and lead an India-based technical and product support organization. Responsibilities include recruiting and developing support engineers, managing knowledge transfers and offshore transitions, creating support processes and documentation, overseeing ticket workflows and SLA performance, handling escalations, monitoring operational metrics, and driving continuous improvement. The role also requires strong stakeholder management with U.S.-based teams and clients, with healthcare revenue cycle management experience preferred.
𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀
𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟱𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟱𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟱-𝟮𝟱 𝗟𝗣𝗔)
Experience: 8+ yrs
Location: Pune, Maharashtra, Mumbai, Maharashtra, Hyderabad, Telangana
Job Type: Full-time
We are looking for an experienced Support Operations Manager to build, lead, and scale an India-based technical and product support team. This role requires a strong combination of people leadership, support operations, process development, service delivery, and transition management.
The ideal candidate will have experience establishing offshore support functions, developing high-performing teams, and ensuring consistent service delivery against defined Service Level Agreements (SLAs). Experience in Healthcare Revenue Cycle Management (RCM) or healthcare technology support will be a strong advantage.
Requirements
Key Responsibilities
- Recruit, onboard, train, and develop Support Engineers to build a scalable and high-performing India support team.
- Lead structured knowledge-transfer initiatives with U.S.-based support and product teams, including shadowing, reverse shadowing, and readiness assessments.
- Develop and maintain support processes, runbooks, troubleshooting guides, escalation matrices, and knowledge bases for each product.
- Plan and execute phased transitions of support ownership from the U.S. team to India, ensuring clear milestones, readiness checks, and sign-offs before each product goes live.
- Establish standard operating procedures for ticket triage, prioritisation, assignment, investigation, resolution, and escalation.
- Oversee day-to-day ticket management to ensure issues are assigned appropriately and resolved within agreed SLAs.
- Monitor support metrics, including ticket volumes, resolution times, backlog, SLA compliance, and escalation trends.
- Identify operational risks, recurring issues, and service delivery gaps, and implement corrective actions.
- Manage critical escalations and coordinate with Product, Engineering, and other stakeholders to drive timely resolution.
- Build strong working relationships with U.S. clients, leadership, and cross-functional teams to ensure effective communication and service continuity.
- Coach team members, establish performance expectations, and promote ownership, collaboration, and continuous improvement.
- Continuously improve support workflows, team productivity, documentation quality, and overall customer experience.
What Makes You a Great Fit
- 8+ years of experience in technical support, product support, support operations, or service delivery, including at least 3 years managing multi-tier support teams.
- Proven experience building or scaling offshore support functions, including recruitment, training, process design, and SLA management.
- Experience managing phased transitions, migrations, knowledge transfers, or the transfer of operational ownership across geographies.
- Strong understanding of ticketing workflows, incident management, troubleshooting, escalation management, and support performance metrics.
- Experience in Healthcare RCM, healthcare technology, or healthcare software support is highly desirable.
- Demonstrated ability to develop support documentation, runbooks, knowledge bases, and standard operating procedures.
- Strong stakeholder-management skills and experience collaborating with U.S.-based clients, teams, and leadership.
- Excellent written and verbal English communication skills.
- Strong leadership and coaching capabilities, with the ability to build accountable, motivated, and customer-focused teams.
- Analytical and problem-solving skills, with a proactive approach to identifying risks and improving service delivery.
- Ability to manage competing priorities, maintain operational discipline, and deliver consistent results in a fast-paced environment.
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