Job Title: Support Service Manager, Jobs in Hyderabad
Company: Alter Domus
Location: Hyderabad, Telangana

Role Description: As a Support Service Manager at Alter Domus, you will be responsible for managing the information security program, including developing, implementing, and monitoring the information security management system (ISMS), cyber and network security policies and procedures, and technologies. You will also oversee risk assessments and audits, incident response, and the security awareness program. Additionally, you will ensure compliance with regulatory requirements and industry standards for information security.

Responsibilities:

• Build and maintain strong, long-lasting client relationships
• Understand client needs and provide tailored solutions
• Provide, communicate, and discuss Support metrics with Product owner and business teams regularly
• Oversee the client support team in handling inquiries, resolving issues, and providing timely assistance
• Ensure high-quality and consistent support
• Collect and analyze client feedback to identify trends and insights
• Collaborate with product teams to enhance product features and user experience
• Manage and develop the client support team
• Set clear team goals, assess team performance, and provide training and coaching
• Communicate effectively with clients and internal teams
• Prepare reports on account status and escalate urgent issues
• Develop and implement support policies and procedures to improve quality and efficiency

Requirements and Skills:

• Bachelor’s degree in Computer Science, Business Administration, Finance, or a related field
• Excellent verbal and written communication skills
• Strong customer service skills with a genuine passion for helping and supporting clients
• Professional experience with ticketing tool and monitoring applications
• Experience in designing and implementing incident, problem, and change management processes
• Good understanding of technology stack such as APIs, Cloud, Databases etc.
• Comfortable using and learning new software tools

What We Offer:

• Continuous mentoring along your career progression
• Support for professional accreditations and study leave
• Flexible arrangements, generous holidays, birthday leave, and graduation leave
• Active sports, events, and social committees across our offices
• Support with mental, physical, emotional, and financial support 24/7 from our Employee Assistance Program
• The opportunity to invest in our growth and success through our Employee Share Plan
• Plus additional local benefits depending on your location

Equity in Every Sense of the Word: We are committed to ensuring an inclusive recruiting and onboarding process. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you.

Apply now and be part of a dynamic team where your talents and skills are valued and supported. Visit careers.alterdomus.com to learn more about life at Alter Domus.