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IT Support Manager
BETSOL
Bengaluru, IND
Full-time
Manager · 5–8 years experience
Hybrid
Discovered 2 days ago
awsazurejiraokta
Key Skills for This Role
awsazurejiraokta
Full Job Posting
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
- Preferred
- 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)
- BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.
- BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.
- BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.
- BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.
- We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.
- Learn more at betsol.com
Qualifications
- 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.
- 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).
About BETSOL
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