Group Support Manager (GSM) Technical Support

Clari5; Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Clari5 is seeking a Group Support Manager (GSM) for Technical Support in Bengaluru. This role leads the technical support function, drives escalations, and ensures high customer satisfaction, with a focus on enterprise BFSI platforms and ITIL-aligned processes.

The ideal candidate will have 15+ years in enterprise support leadership, a strong engineering/CS/IT background, and the ability to manage cross-functional teams across engineering, QA, product, and project groups.

Qualifications

• 15+ years of experience in enterprise technical support leadership.
• Bachelor's degree in Engineering, Computer Science, IT or equivalent.
• Willingness to travel and work in rotational shifts.

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.

Skills

Leadership

Client relationships

Troubleshooting

Cross-functional

Shift work

BFSI domain

Education

Bachelor's degree in Engineering/CS/IT

Tools

Ticketing systems

ITIL

Job description

Group Support Manager (GSM) Technical Support

• Product Support

About Clari5:

Clari5 is a technology company that specializes in providing real-time intelligence and analyticssolutions primarily for the banking and financial services sector. They use AI & ML to helporganizations detect and prevent fraud, enhance customer engagement, and improveoperational efficiency.

Job Description:

Experience- 15+ Years

Group Support Manager (GSM) Technical Support

Leads the technical support function strategically, manages escalations and ensureshigh 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, infrastructurearchitecture, and system performance.
• Strong knowledge of Linux/UNIX, application deployment, and ITIL bestpractices.
• Experience managing ticketing systems, SLA management and escalationhandling.
• Ability to manage incident resolution at technical, business, and stakeholderlevels.

Leadership Skills:

• Strong client relationship management and communication.
• Ability to influence cross-functional decisions.
• Expertise in Troubleshooting, operational planning, risk management, and crisishandling.

Preferred Skills:

• Prior experience in managing BFSI technology platforms or fraud detectionsystems.
• Experience in transitioning teams or driving performance uplift programs.
• Bachelors Degree in Engineering, Computer Science, Information Technology orequivalent or higher.
• Strong customer orientation and problem-solving mindset.
• High level of urgency and accountability.
• Ability to work in rotational shifts and handle on-call support.
• Willingness to travel when required.
• Fast learner with adaptability to new technologies.