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Xperate Logo Xperate · IT - Administration

Support Manager

India · Job Posted January 09, 2026
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Job Responsibility

  • 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

Requirements

  • 3+ years experience
  • 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

Nice to have

  • ITIL Foundation certification
  • Exposure to monitoring tools or basic automation
  • Familiarity with cloud platforms (AWS/Azure)

What we offer

  • Generous salary exceeding the industry standard
  • 20 days annual leave excluding 10 public holidays
  • Medical / Sick leave
  • 5L of default life insurance cover for you and your family
  • 20L of accidental cover for each employee
  • 100% bonus based on the Company & Individual performance
  • Exposure to the latest technologies
  • Access to online training resources
  • Family friendly working conditions
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