Manager - Product Support

IDfy · Mumbai, IN

Apply on the company site

Here's what your day would look like... Designing, implementing, and optimizing support workflows, SOPs, and application-side incident management frameworks Overseeing ticket handling, escalations, shift rosters, and knowledge base documentation to maintain 24/7 service standards Tracking, analyzing, and reporting key performance metrics (SLAs, TAT, CSAT, first-response times, MTTR) to senior leadership Identifying recurring application/infrastructure issues and...