Manager on Duty

NextGenEnergyJobs; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Team events

Job summary

Everpure in Bengaluru seeks a Manager On Duty to oversee Global Technical Support incidents and ensure business continuity. You will bridge customers, account teams, and engineering to resolve high-priority events and maintain seamless operations.

The role requires strong experience in mission-critical environments, executive communication, and dedication to continuous improvement across global support workflows.

Qualifications

• Minimum of 5 years of experience supporting Fortune 500 companies in enterprise IT domains.
• Proven leadership in mission-critical incident management and cross-functional coordination.
• Strong communication with technical teams and executive stakeholders.

Responsibilities

• Lead real-time crisis and incident escalations to accelerate resolutions for priority accounts.
• Coordinate 24/7 global shift handoffs and resource allocation during active incidents.
• Drive post-incident RCAs and executive follow-ups to restore confidence and trust.
• Identify trends and recommend process improvements to reduce incident volume.

Job description

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.

Key Responsibilities

• As a Manager On Duty within Everpure’s Global Technical Support organization, you will serve as the critical mission commander orchestrating real-time resolution for enterprise-level operational incidents. Acting as the ultimate bridge between global customers, account management teams, and internal engineering resources, your goal is to safeguard business continuity and de-escalate high-priority customer emergencies. You will drive operational stability across shift handoffs, direct cross-functional resource allocation during active incidents, and champion systemic improvements across the customer experience landscape.
• Lead Live Crisis & Incident Escalations: Direct real-time triage, cross-functional resource allocation, and technical alignment between engineering, customer support, and sales leadership during critical incident escalations to accelerate resolution times for high-value accounts.
• Bridge Global Shift Hand-offs: Coordinate continuous 24/7 engagement models across international time zones with fellow Managers On Duty, ensuring seamless tracking, transfer, and execution of commitments for critical customer accounts.
• Drive Root Cause & Accountability Commitments: Oversee post-escalation deliverables—including technical root cause analyses (RCA) and executive follow-up meetings—to restore operational confidence and reinforce long-term partner trust.
• Transform Trend Insights into Operational Improvements: Analyze escalation patterns and operational friction points across shift workflows, presenting actionable recommendations to CX leadership to proactively reduce incident volume and refine support frameworks.

Requirements

• Minimum of 5 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
• Proven Mission-Critical Incident Leadership: Strategic ability to drive stability and alignment in high-pressure operational environments, expertly managing time-sensitive crises and leading cross-functional teams toward swift resolution.
• Cross-Functional Technical & Account Navigation: Advanced expertise communicating across complex technical ecosystems (such as enterprise storage, virtualization, networking, or cloud frameworks) while maintaining clear engagement with both technical personnel and executive stakeholders.
• Systemic Problem-Solving & Operational Agility: Strong capacity to analyze incident trends, uncover systemic pain points, and champion continuous process improvements that enhance global support delivery.
• Schedule Flexibility: Ability to work flexible shift patterns as needed to ensure complete continuous coverage across global customer support operations.
• Location Requirement: We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.