Experience: 12–15 years
Location: Pune
Work Hours: Must be comfortable working in US time zone
Must-Have Key Skills
IT Support Operations, Team Leadership, Technical Escalation Management, Stakeholder Collaboration, Incident & Problem Management, Training & Development, Process Improvement, ITIL, Ticketing Systems, Remote Troubleshooting
Nice-to-Have Skills
Cloud Networking & Infrastructure Knowledge, Scripting (PowerShell), Monitoring Tools, Documentation, Automation Tools, Cloud Security & Compliance Policies, US Client Communication Experience
Job Description
Manage and supervise IT support operations to ensure seamless and high-performing service delivery.
Define, implement, and enforce IT support strategies and best practices aligned with organizational objectives.
Act as the primary escalation point for complex or unresolved technical issues, ensuring quick resolution.
Collaborate with internal teams and US-based stakeholders to enhance support outcomes and user satisfaction.
Lead and conduct training sessions to strengthen the technical capabilities of the support team.
Monitor team performance, analyze recurring issues, and drive process improvements.
Ensure adherence to compliance, documentation standards, and industry best practices.
Work independently and take the initiative in managing US client requirements and expectations.
Technical Ecosystem Knowledge
Candidates with experience in the following platforms will be strongly preferred:
Microsoft Ecosystem – Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Azure AD, Intune, Microsoft Defender
Collaboration & DevOps – Atlassian (Jira, Confluence), GitHub
Web & CMS – WordPress
CRM & Enablement – HubSpot, PandaDoc
Security & Awareness – Keeper Security, NINJIO
Cloud & Network – Cloudflare
AI & Automation – OpenAI, Claude (Anthropic)