Why this role exists: Support and incident work currently escalates to a single point. This role takes ownership of that work, matures the incident process, and gives the team an escalation path and a leader of its own.
KEY DUTIES AND RESPONSIBILITIES
IT Support Operations
Own IT support operations end to end: queue health, escalation, and service quality against SLA and CSAT targets.
Own IT asset and device lifecycle: procurement, provisioning, tracking, and retirement of endpoints and support hardware.
Own support tooling and vendor spend, including the budget line for support tools and partners, and surface spend decisions to IT leadership.
Deliver a regular SLA, CSAT, and incident reporting cadence to IT leadership, with trends and improvement actions.
Major Incident Management
Own incident command, coordination, stakeholder communication, and resolution for Sev1 and Sev2 events across our environment.
Own the incident process: Jira intake, severity definitions, on-call and paging criteria, and enforcement.
Run post incident reviews for every major incident, with actions tracked to closure, and recurring issues identified and solved through problem management.
Incident Command
This is the part of the role that separates a strong hire from a queue manager. When an impacting outage occurs, you are the person who:
Declares the incident and takes the incident commander seat, or assigns it clearly.
Runs the bridge and drives the technical response without doing all the hands on work yourself.
Owns clear, timely stakeholder and client communication, kept separate from the person doing the fix.
Makes the call on severity, mitigation risk, maintenance windows, and resolution.
Runs post incident review with actions and named owners.
People Leadership
Lead the support team: coaching, one on ones, growth, and performance.
Manage our managed support partner as an extension of the team.
Coordination and Documentation
Coordinate with Cybersecurity and Rapid7 MDR during security incidents.
Coordinate with Professional Services, who own the contact center tooling, during incidents that involve it.
Own documentation and self service in Confluence so the team resolves more without escalating, and knowledge does not live in one head.
SYSTEMS AND SERVICES
You do not need deep hands on expertise in every tool below. You do need enough fluency to command an incident that involves any of them and to know who owns what. The security tooling is owned by our security team and the contact center tooling by our professional services team; you coordinate with those teams during incidents rather than administering their tools.
Domain Systems and services
Identity & access Okta and SCIM, Microsoft Entra ID
Endpoint & device Microsoft Intune, Microsoft Defender suite, SentinelOne, Secure Remote Worker
Collaboration & email Google Workspace, Microsoft Exchange Online, Zoom, Slack
Contact center & voice Five9, Nextiva, NICE
Cloud & infrastructure AWS, Microsoft Azure, Google Cloud, GitHub
ITSM & people ops Jira, Jira Service Management, Confluence, Rippling
Security operations Rapid7 InsightIDR and InsightConnect, Rapid7 MDR (24/7), KnowBe4
Automation & AI Microsoft Copilot Studio, Claude, OpenAI
Category and % Allocation
Run 60%
Support queue health, triage, and escalation against SLA and CSAT
Incident command and response for Sev1 and Sev2 events
Endpoint and support hardware provisioning and lifecycle
SLA, CSAT, and incident reporting to leadership
Grow 30%
Maturing and enforcing the incident management process
Managed support partner oversight
Post incident reviews and problem management to cut recurrence
Coaching and developing the support team
Self service and documentation in Confluence
Transform 10%
Automating support and incident workflows
Scaling support coverage and on-call maturity as the business grows
Deepening coordination with Cybersecurity and Professional Services
Required
Five to eight years in IT support, service desk, or technical operations, with the senior end preferred given the incident command scope.
Proven experience running major incidents as incident commander, not just logging or reporting on them.
Experience managing an IT support or service desk function, with real ownership of SLA and CSAT outcomes.
People management experience, including coaching and performance.
Working fluency across identity, endpoint, collaboration, and cloud in a multi cloud (AWS and Azure) environment.
Experience running or maturing an incident process, ideally in Jira.
Strong written and verbal communication, especially under pressure and with non technical and client stakeholders.
Experience with compliance frameworks such as HITRUST or SOC 2 and the incident evidence they require.
Preferred
Background in a CX or a contact center environment, and familiarity with platforms like Five9, Nextiva, NICE.
Hands on with Okta, Entra ID, Intune, or Microsoft Defender.
ITIL certification, or demonstrated experience running ITIL aligned incident and problem management.
Experience managing a managed service partner such as BETSOL.
Familiarity with ThinScale SRW (BYOD endpoint management).
Working Hours would be 4PM to 1AM IST
This role will be part of the on-call pager escalation path, but will not be the primary on-call support
Number of people reporting to this position - 4 to 5 (Help Desk and Sys Admins)
