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

Synergy Hive Co In; India; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Synergy Hive Co In in Bengaluru is hiring a Head of Support to lead the Support Process Excellence function, ensuring enterprise-grade customer support, performance improvements, and smooth version upgrades. This leadership role requires strong technical expertise, customer-centricity, and a track record of operational excellence.

You will drive process design, be hands-on with L2/L3 resolution, mentor teams, and collaborate with development and clients to elevate application performance.

Qualifications

• 15+ years of experience in IT, Application Development, or Application Support environments.
• BE / BTech / MCA / MSc in Computer Science or IT.
• Hands-on experience with Windows Server, SQL Server, Tomcat and JBOSS.
• Data Science / AI certification is a plus.

Responsibilities

• Lead Support Process Excellence teams to meet defined business commitments.
• Define, own, and upgrade support processes aligned with contracts and needs.
• Institutionalize enterprise-grade customer support practices including management, empathy, technical resolution, and root cause analysis.
• Drive support actions based on NPS and customer feedback to enhance experience.
• Coach and develop 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

Application support

Root cause analysis

L2/L3 support

Log analysis

SQL queries

MySQL

Load Balancers

Web Application Firewalls

Cross-functional collaboration

Training teams

Education

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

Data Science / AI certification (advantage)

Tools

Windows Server

SQL Server

Tomcat

JBoss

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.
• Robust 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 . .