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This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager Client Technology in India.
This role is a senior operational leadership position responsible for managing large-scale client technology support teams in a 24/7 shift-based environment. You will oversee the delivery of high-quality technical services for mission-critical systems supporting a broad client base across multiple regions. The position requires strong leadership in incident management, operational coordination, and service reliability across complex infrastructure environments. You will act as a key decision-maker during major incidents, ensuring rapid detection, escalation, and resolution of critical issues. The role also combines people management responsibilities with a strong focus on performance management, process improvement, and service excellence. This is a high-impact leadership position where operational discipline, communication, and team motivation are essential to success.
Accountabilities:
- Lead and manage a large team of engineers supporting client technology operations across rotating shifts in a 24/7 environment.
- Oversee major incident detection, escalation, and rapid resolution for critical system and service issues.
- Ensure timely and professional handling of client incidents, service requests, and problem management activities.
- Coordinate shift handovers through structured stand-up calls to ensure continuity of operations and knowledge transfer.
- Allocate resources effectively across teams to ensure optimal incident resolution and workload distribution.
- Act as change approver, quality controller, and post-change validation authority within the shift.
- Provide performance feedback, coaching, and formal evaluation input for team members in coordination with functional leadership.
- Monitor operational KPIs, including alerting systems, monitoring tools, and ServiceNow metrics, to ensure service excellence.
- Drive continuous improvement initiatives to enhance operational processes, efficiency, and service reliability.
- Support client communication and escalation handling in collaboration with Site Reliability Engineering teams.
- Supervise team attendance, engagement, and adherence to operational processes and standards.
- Motivate and inspire teams to maintain high performance, accountability, and service ownership culture.
Requirements:
- Proven experience in IT operations, service delivery, or technical support leadership in a large-scale environment.
- Experience managing or coordinating teams in a 24/7 shift-based operational model.
- Strong understanding of incident management, problem management, and change management processes.
- Ability to lead major incident response and coordinate cross-functional resolution efforts under pressure.
- Experience working with ITSM platforms such as ServiceNow or similar tools.
- Strong leadership, people management, and performance coaching skills.
- Excellent communication skills with the ability to engage clients, engineers, and senior stakeholders effectively.
- Strong analytical and decision-making abilities in high-pressure operational environments.
- Proven ability to drive operational KPIs and improve service delivery outcomes.
- Ability to manage resource allocation, prioritization, and workload balancing across teams.
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
Benefits:
- Competitive compensation aligned with senior operational leadership responsibilities.
- Shift-based allowances and structured rotational work model.
- Comprehensive healthcare and wellness benefits.
- Opportunities for leadership growth within global client technology operations.
- Exposure to large-scale, mission-critical enterprise environments.
- Learning and development support for leadership and technical upskilling.
- Collaborative and performance-driven work culture.
- Paid time off and employee support programs promoting work-life balance.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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