👥 Company Name: Persistent Systems
✨ Job Position: Technical Support Manager
🗓️ Experience: 10 Years & 4+ Years Leading Support Teams
💡 Location: Pune, Maharashtra
💰 CTC: ₹ (Attractive compensation offered based on skillset, relevant experience, and performance during interview rounds.)
📅 Availability : Immediate Joiners Preferred
🔧 Key Responsibilities:
💫 Lead and guide a team of highly skilled support engineers to ensure timely, accurate, and effective resolution of complex customer issues.
💫 Manage case queues efficiently while maintaining strict adherence to defined SLAs, phone support coverage, response time metrics, and overall performance indicators.
💫 Drive escalations with ownership from start to finish, ensuring prompt resolution while maintaining transparent communication with internal stakeholders and customers.
💫 Engage directly with clients to understand their challenges, provide expert-level assistance, and build long-term relationships rooted in trust and reliability.
💫 Work collaboratively with cross-functional engineering, product, and cloud teams to deliver seamless customer support and continuous service improvements.
💫 Participate in scheduled weekend support coverage and contribute to the 24x7 on-call rotation as required.
✅ What We’re Looking For:
💫 A bachelor’s degree in a technical discipline (Computer Science, IT, Engineering) or equivalent professional experience in a technical environment.
💫 Minimum 4+ years of proven experience successfully leading a customer support, technical operations, or helpdesk team.
💫 Strong hands-on knowledge of CRM tools, ticketing systems, enterprise security platforms, SaaS-based applications, and major cloud ecosystems.
💫 Excellent communication skills — ability to explain complex technical concepts in a simple, customer-friendly manner.
💫 Demonstrated leadership qualities such as team motivation, conflict management, performance monitoring, and strategic decision-making.
💫 Flexibility to work evening shifts, weekend rotations, and critical support hours in alignment with global client requirements.
🏢 About Persistent Systems: Persistent is a global technology services leader delivering high-value digital engineering, AI transformation, cloud modernization, and data analytics solutions that help enterprises scale faster and operate smarter. Known for its strong expertise in BFSI, healthcare, telecom, and product engineering, Persistent provides end-to-end services across DevOps, cybersecurity, automation, Salesforce, and ServiceNow, enabling clients to reduce costs and accelerate innovation. With a powerful focus on performance, reliability, and enterprise-grade digital transformation, Persistent Systems continues to be a preferred partner for companies seeking long-term growth, ROI-driven technology solutions, and future-ready digital capabilities.
📧 If you are interested, please share your profile to ashfaq_ali@persistent.com with details on CTC, ECTC, and Notice Period
📌 Note: Shortlisted candidates will be contacted. I'm not the hiring Person, just sharing this information to help job seekers. Reposting for better reach to people following my network.
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