Manager Technical Support at Contegris

Lahore, Punjab, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support Management, NOC Operations, SLA Compliance, Team Leadership, ITIL Framework, Escalation Management, Customer Success, KPI Analysis, Process Design, Quality Assurance, CSAT & NPS Analysis, B2B SaaS, Incident Management, Performance Appraisals, Information Security Management

Industry

IT Services and IT Consulting

Description

About Contegris Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers. Job Overview This role is responsible for ensuring a Delightful Pre & Post-Implementation Customer Experience that aligns with our business strategy and SLA Commitment. Moreover this role is responsible for establishing the NOC and managing efficient Network & System Operations with proactive handling. Responsibilities Operations & Escalation Management Oversee technical support and NOC operations, including managing ticket queues and ensuring SLA compliance. Act as the first point of escalation for complex or high-impact issues and ensure timely resolution. Proactively monitor systems and address incidents to maintain service uptime. Team Leadership & Development Build and lead a high-performing team with the right mix of talent and potential to achieve organizational goals. Continuously coach and train the team to meet Key Performance Indicators (KPIs) and maintain motivation. Design training programs for Level 1, Level 2 support engineers for smooth onboarding. Conduct quarterly performance appraisals and manage ongoing performance improvements. Foster a performance-oriented culture through positive competition and a collaborative learning environment. Process & Quality Assurance Design, implement, and refine support processes, SOPs, and NOC workflows using ITIL best practices. Conduct regular quality audits to ensure support interactions meet defined standards. Ensure the shift start reports are validated daily, and necessary actions are taken proactively. Update internal knowledge bases and training materials. Customer Success & Experience Deliver a professional, proactive, and friendly support experience that strengthens customer trust. Engage closely with customers during the Go-Live phase, ensuring they are trained and empowered to use Contegris products effectively. Handle customer escalations efficiently and with empathy to maintain satisfaction. Conduct CSAT and NPS surveys, analyze feedback, and recommend corrective actions to leadership. Collaboration Work closely with Development, Customer Success and and Deployment teams to resolve complex queries and ensure smooth onboarding. Share actionable insights with cross-functional teams to continuously improve support and product experience. Reporting & Analytics Monitor and analyze support KPIs including resolution time, customer satisfaction, backlog, and escalations. Present performance reports to leadership on a weekly, monthly, quarterly, and annual basis. Use data-driven insights to optimize processes and team performance. Information Security & Compliance Understand and implement Contegriss Information Security Management System (ISMS) policies across all relevant functions. Requirements Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. Age: Maximum 35 years Experience: 4-5 years of experience in SaaS B2B in similar capacity. Proven experience managing Technical Support, NOC, and Contact Center Operations. Strong leadership, coaching, and team-building abilities. Excellent reporting, analytical, and problem-solving skills. Familiarity with ITIL frameworks is a plus. A customer-first mindset with a strong ability to manage escalations and deliver satisfaction. Ability to perform under pressure and multitask effectively. Willingness to manage on-call support or after-hours escalations when required. Why Join Us? Paid Leaves Medical Reimbursement Provident Fund Gym Allowance Annual Bonus Annual Salary Increments Professional Growth & Learning Environment

Responsibilities

Oversee technical support and NOC operations to ensure SLA compliance and high service uptime. Lead and develop a high-performing support team while refining processes and managing customer escalations.