Saviynt7mo ago

Manager, Customer Support

Bangalore · BengaluruFull-Timemid

Customer SupportOtherManagerCustomer Support Manager

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Quick Summary

Overview

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes.

Technical Tools

Customer SupportOtherManagerCustomer Support Manager

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.

We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers and ensuring timely, high-quality resolutions to technical issues.

Team Leadership: Lead and manage a team of technical support engineers,

providing guidance, mentorship, and support to ensure exceptional customer

service.

Shift Management: Oversee night shift operations, ensuring optimal staffing,

workload distribution, and timely responses to customer inquiries.

Customer Escalations: Handle complex escalations, working closely with

engineering, product, and other cross-functional teams to resolve high-priority

issues.

Performance Monitoring: Establish and track key performance indicators

(KPIs) for the team, including response times, resolution times, and customer

satisfaction metrics.

24x7 Support Strategy: Contribute to the design and implementation of 24x7

support processes, optimizing efficiency and ensuring alignment with global

support operations.

Training & Development: Identify skill gaps within the team and coordinate

necessary training and development programs to enhance technical and soft

skills.

Continuous Improvement: Drive continuous improvement initiatives,

leveraging customer feedback and support data to optimize processes and

deliver a superior customer experience.

Collaboration: Work closely with other regional support teams to ensure

knowledge sharing and consistency across support operations globally.

Reporting: Prepare and present regular reports on team performance,

operational challenges, and customer satisfaction to senior leadership.

7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role.

Proven track record of managing teams in a 24x7 support environment.

Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable.

Leadership: Strong people management skills with the ability to motivate and develop a team.

Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience.

Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving.

Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership.

Process-Oriented: Experience in defining and optimizing support processes and performance metrics.

Flexibility: Willingness to work night shifts and flexible hours to support global customers.

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

Listing Details

Posted: September 3, 2025
First seen: March 26, 2026
Last seen: April 26, 2026

Posting Health

Days active: 30
Repost count: 0
Trust Level: 33%
Scored at: April 26, 2026

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Saviynt

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Saviynt is a leading provider of cloud-native identity and governance platform solutions, empowering enterprises to secure their digital transformation, safeguard critical assets, and meet regulatory compliance.

Employees

3k+

Founded

2010

Domain

Jobs

External application · ~5 min on Saviynt's site

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