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Support Manager

Details
Experience
3+ years
Location
India - Office Based
Working hours
Full Time

Key Responsibilities

  • Manage day-to-day support operations and ensure SLA adherence.
  • Monitor ticket queues and ensure timely resolution.
  • Coordinate with clients, development, and QA teams for issue resolution.
  • Handle escalations and perform basic root cause analysis.
  • Generate reports and contribute to process improvements.

Technical Skills

Core Skills
  • Strong experience in IT Support Operations and ticket handling
  • Hands-on knowledge of ticketing tools (Jira, Freshdesk, ServiceNow, etc.)
  • Good understanding of SLA management, incident & problem management
  • Ability to track, prioritise, and close tickets within defined timelines
  • Excellent communication and client coordination skills
  • Knowledge of ITIL processes
  • Experience in handling escalations and preparing support reports
  • Ability to manage support teams and distribute workloads
Good to Have
  • ITIL Foundation certification
  • Exposure to monitoring tools or basic automation
  • Familiarity with cloud platforms (AWS/Azure)

Xperate Benefits

Salary
 Generous salary exceeding the industry standard
Annual Leave
 20 days excluding 10 public holidays. Medical / Sick leave is also provided
Life Insurance
 5L of default cover for you and your family
Accidental Cover
 20L of cover for each employee
Bonus Scheme
 100% based on the Company & Individual performance
Latest Technology
 Exposure to the latest technologies
Employee Development
 Xperate is committed to the development, growth & well-being of all of our people. This includes access to online training resources and family friendly working conditions

 

 

Apply today

Think you’ve got what it takes to join the Xperate team? Fill out the form, upload your CV or resume, and let’s start innovating together!

What our team say

Xperate truly invests in its people, and I’m proud to be part of a company that not only drives success for its clients, but also prioritises the growth and well-being of its employees. 

Mark Harman

At Xperate, we believe every voice matters. Regardless of experience, everyone’s ideas are valued, and equal opportunities for growth are provided. Growth here goes beyond climbing the ladder—it’s about developing skills, embracing new challenges, and making meaningful contributions. By joining Xperate, you become part of a dynamic team where your efforts make a real impact and your career can truly thrive.

Sayalee Pawar

The experience and knowledge across our team is fantastic; if I have a query about any language or application, there is someone happy to assist me with their expertise. 

Josh Davis