Clari5 (CustomerXPs)
Website:
clari5.com
Job details:
About Clari5
Clari5 is a technology company that specializes in providing real-time intelligence and analytics solutions primarily for the banking and financial services sector. They use AI & ML to help organizations detect and prevent fraud, enhance customer engagement, and improve operational efficiency.
Job Description
Location- Bangalore/Delhi/Mumbai
Experience- 15+ Years
Group Support Manager (GSM) Technical Support
Leads the technical support function strategically, manages escalations and ensures high customer satisfaction.
Primary Responsibilities
- Oversee complete technical support operations and ensure SLA adherence.
- Lead client escalations, manage expectations and drive resolution strategies.
- Establish and refine support processes, escalation frameworks, SOPs, and workflows.
- Build, mentor, and manage a high-performing technical support team.
- Work closely with engineering, QA, product, and project teams for customer problem resolution.
- Conduct capacity planning, workforce management, and optimize team scheduling.
- Review RCA reports and implement preventive measures.
- Participate in client review meetings, audits, and governance discussions.
- Promote automation, self-service improvements, and knowledge management.
Technical Skills
- Comprehensive understanding of enterprise support process, infrastructure architecture, and system performance.
- Strong knowledge of Linux/UNIX, application deployment, and ITIL best practices.
- Experience managing ticketing systems, SLA management and escalation handling.
- Ability to manage incident resolution at technical, business, and stakeholder levels.
Leadership Skills
- Strong client relationship management and communication.
- Ability to influence cross-functional decisions.
- Expertise in Troubleshooting, operational planning, risk management, and crisis handling.
Preferred Skills
- Prior experience in managing BFSI technology platforms or fraud detection systems.
- Experience in transitioning teams or driving performance uplift programs.
- Bachelors Degree in Engineering, Computer Science, Information Technology or equivalent or higher.
Additional Traits
- Strong customer orientation and problem-solving mindset.
- High level of urgency and accountability.
- Excellent written and verbal communication.
- Ability to work in rotational shifts and handle on-call support.
- Willingness to travel when required.
- Fast learner with adaptability to new technologies.
Click on Apply to know more.
