Group Support Manager (GSM) Technical Support

Clari5 - A Perfios Company; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Clari5, Mumbai-based technology company, seeks a Group Support Manager (GSM) to lead the technical support function, manage escalations, and ensure high customer satisfaction.

The role requires deep BFSI domain awareness, ITIL practices, and leadership to build a high-performing team, coordinating with engineering, QA, product, and project teams for customer problem resolution.

Qualifications

• Bachelor's degree in Engineering/CS/IT or equivalent or higher.
• 15+ years of experience in technical support leadership roles.
• Strong client relationship management and cross-functional influence.
• Proficient in ITIL-based processes and SLA management.

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 with engineering, QA, product, and project teams for issue resolution.
• Conduct capacity planning, workforce management, and optimize scheduling.
• Review RCA reports and implement preventive measures.
• Participate in client reviews, audits, and governance discussions.
• Promote automation, self-service improvements, and knowledge management.

Skills

Client relationship management

Cross-functional influence

Linux/UNIX knowledge

ITIL best practices

SLA management

Escalation handling

Troubleshooting

Operational planning

Crisis management

Team leadership

Education

Bachelor's Degree in Engineering/CS/IT or higher

Tools

Ticketing system

SLA tracking software

ITIL framework tooling

Job description

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.

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.