Manager - Application Support (IGT1: Kyriba) at IFS NORTH AMERICA INC

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Client Relationship Management, Analytical Skills, Troubleshooting Skills, Coaching, Continuous Improvement, Collaboration, Team Development, Customer-Centric, Quality-Driven, Empathy, Accountability, Incident Management, KPI Reporting, Support Service Delivery

Industry

Software Development

Description

Company Description About IGT1 Lanka IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company. At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives. With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary. Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives. About the Client: Kyriba Kyriba is the global leader in cloud-based finance solutions, empowering CFOs and their teams to transform how they activate liquidity as a dynamic, real-time vehicle for growth and value creation. Our award-winning SaaS platform delivers comprehensive treasury, risk management, payments, and supply chain finance capabilities that enable companies to optimize their working capital and enhance financial performance. Job Description We are delighted to be seeking an Application Support Manager reporting to the regional director. In this role, you will be the conductor of our Customer experience, orchestrating people, process and prioritization so our customers receive swift, empathetic and high quality resolutions. You’ll coach the team, set clear operating rhythms, and bring the right experts in at the right time—turning reactive support into proactive value. You own outcomes (SLA, CSAT, quality), while driving continuous improvement from root‑cause analyses, and partnering cross‑functionally with Product, Engineering, and Customer Success. Your work safeguards critical business processes and strengthens customer loyalty and success. Key Responsibilities Manage and guide the team of client support consultants, including workload management, regular queue reviews, coaching, and ensuring best practices in support service delivery Oversee incoming support tickets, enforce timely responses within SLAs, monitor phone coverage, manage escalations, and drive incident management with internal Incident Crisis team and ensuring proper ticker closure Serve as the primary escalation point, collaborate with technology, product and engineering teams to resolve complex issues and communicate effectively with clients during escalations. Lead regular client meetings, deliver KPI reports, maintain a focus on client satisfaction by providing quality answers, understanding client impact, and proactively managing potential escalations. Onboard and coach new members, provide ongoing product and industry training, create development plans, and evaluate team performance on a regular basis. Qualifications Proven leadership in support roles, experience managing high-volume support operations, cross-functional collaboration, client relationship management and analytical and troubleshooting skills. Bachelor’s or Graduate degree in Business, Finance, Account, Computer Science, or equivalent experience. Customer-centric, quality-driven, resilient under pressure, and focused on continuous improvement and team development. Empathy & client focus, ownership and accountability. , Collaboration and teamwork, continuous improvement and remaining calm under pressure. Additional Information We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships. #Li-Hybrid

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Responsibilities

Manage and guide a team of client support consultants, ensuring timely responses to support tickets and driving incident management. Lead client meetings and maintain a focus on client satisfaction while coaching new team members and evaluating performance.