Head - Support Process Excellence (Director / Sr. Director)

Synergy Hive Co In; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Synergy Hive Co In is seeking a Head of Support in Bengaluru to lead the Support Process Excellence function, ensuring enterprise-grade customer support and continuous application performance improvements while driving version upgrades. The role requires deep technical expertise and a customer-centric mindset.

You will own and upgrade support processes, mentor teams, analyze root causes, and collaborate with development and clients to deliver measurable service quality.

Qualifications

• 15+ years of experience in IT, Application Development, or Application Support environments.
• BE / BTech / MCA / MSc in Computer Science or IT.
• Certification or degree in Data Science / AI is an added advantage.

Responsibilities

• Lead Support Process Excellence teams to deliver defined business commitments.
• Define, own, and upgrade support processes aligned with business and contractual needs.
• Institutionalize enterprise-grade customer support practices including customer management, empathy, and technical resolution.
• Drive actions based on NPS and customer feedback to improve support experience.
• Guide and coach team members to deliver exceptional customer support.
• Identify training needs and implement training programs.
• Collaborate with software development, internal users, and clients to improve application performance.
• Integrate AI/ML solutions to augment support processes.
• Work onsite daily with the support team in Bangalore.

Skills

Leadership

Process excellence

Customer-centric

Training

Communication

Independent contributor

Evenings/weekends flexibility

Education

BE/BTech/MCA/MSc in Computer Science or IT

Data Science / AI qualification

Tools

Windows Server

SQL Server

Tomcat

JBOSS

MySQL

Load Balancers

Web Application Firewalls

AI/ML integration

Job description

Role Overview The Head of Support will lead the Support Process Excellence function, ensuring enterprise-grade customer support, application performance improvements, and seamless version upgrades. This leadership role demands strong technical expertise, customer-centricity, and the ability to drive operational excellence.

Key Responsibilities

• Lead Support Process Excellence teams to achieve defined business commitments.
• Define, own, and continuously upgrade support processes aligned with business and contractual needs.
• Institutionalize enterprise-grade customer support practices, including customer management, empathy, technical resolution, collaboration with cross-functional teams, and root cause analysis.
• Drive support actions based on NPS and customer feedback to enhance support experience.
• Guide and coach team members to deliver exceptional customer support.
• Identify training needs (technical and soft skills) and implement training programs.
• Collaborate with software development, internal users, and clients to improve application performance.
• Integrate AI/ML solutions to augment support processes.
• Work onsite daily with the support team in Bangalore.

Technical Skills Required

• Proven experience in software application support.
• Hands-on expertise with Windows Server, SQL Server, Tomcat, and JBOSS servers.
• Strong knowledge of application log analysis and providing L2/L3 customer support.
• Understanding of common root causes of application errors and ability to provide solutions.
• Experience with Load Balancers and Web Application Firewalls.
• Ability to interpret programming logic through application logs.
• Proficiency in MySQL and SQL queries.

Good to Have (Optional)

• Knowledge of Vulnerability Assessment and Penetration Testing.
• Familiarity with frameworks such as ISO 27001, SOC 2 Type 2.

General Skills Required

• Ability to operate as an Independent Contributor initially.
• Professional rigor to achieve business goals without constant follow-ups.
• Capability to train teams on procedural and technical topics.
• Strong communication and collaboration skills.
• Flexibility to work occasional evenings and weekends.

Experience & Qualifications

• 15+ years of experience in IT, Application Development, or Application Support environments.
• BE / BTech / MCA / MSc in Computer Science or IT.
• Certification or degree in Data Science / AI is an added advantage. .