Program Manager Technical Support
Pagaar India
14 days+
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Job summary
Persistent Systems Ltd. is seeking an experienced Program Manager – Technical Support / Enterprise Product Support / SaaS to lead and manage enterprise customer support operations in Pune.
The ideal candidate has 15+ years of technical support, SaaS product experience, and strong stakeholder management skills. You will drive service delivery, incident management, and CSAT improvements while coordinating with engineering, product, and operations teams to deliver executive-level reports and
Qualifications
- Bachelor's or Master's degree in CS/IT/Engineering or related discipline.
- 15+ years of experience in Technical Support, Enterprise Product Support, SaaS, or Program Management.
- Strong leadership, analytical, and customer management skills.
- Experience managing enterprise support teams and large-scale customer programs.
- Immediate Joiners Preferred.
Responsibilities
- Lead enterprise technical support and SaaS product support programs.
- Manage end-to-end customer support operations and service delivery.
- Drive customer success and improve CSAT.
- Coordinate with engineering, product, and operations teams.
- Manage incident response, escalations, and root cause analysis.
- Develop and monitor KPIs, SLAs, and support metrics.
- Mentor and lead technical support teams.
- Improve support processes through automation and best practices.
- Prepare executive reports, dashboards, and operational reviews.
- Ensure timely resolution of enterprise customer issues.
Skills
Technical Support Management
SaaS Support
Program Management
Customer Success
Service Delivery Management
Incident & Problem Management
KPI & SLA Management
Stakeholder Management
Team Leadership
ITIL Framework
Education
Bachelor's or Master's Degree in CS/IT/Engineering or related discipline
Job description
# Program Manager Technical SupportPersistent Systems LtdVerified EmployerExperience10+ YearsSalary₹6,00,000 - ₹10,00,000 P.A.LocationHinjewadi, Pune, MaharashtraPosted: 06/08/2026Views: 7### About CompanyPEVerified RecruiterThis employer has been verified by Pagaar India. Postings are 100% genuine.### Share Job Post## Job Description**Program Manager – Technical Support | EnterpriseProduct Support | SaaS | Pune | Immediate Joiners Preferred****Job Title -** **ProgramManager – Technical Support / Enterprise Product Support / SaaS****Industry -** ITServices | SaaS | Enterprise Software | Technical Support | Product Support**Job Type -** **Full-Time****Location -** **Hinjawadi, Pune****Experience -** **15+Years****Salary -** **₹50,000 – ₹ 80,000 per Month****Joining -** **Immediate Joiners Preferred**---**Job Summary**We are seeking an experienced **ProgramManager – Technical Support / Enterprise Product Support / SaaS** to lead andmanage enterprise customer support operations. The ideal candidate should have **15+years of experience** in technical support, SaaS products, enterpriseapplication support, stakeholder management, and cross-functional programdelivery.This is an excellent opportunity forprofessionals looking to lead high-performing support teams and drive customersuccess in a fast-paced technology environment.---**KeyResponsibilities*** Lead enterprise technical support and SaaS product support programs.* Manage end-to-end customer support operations and service delivery.* Drive customer success and improve customer satisfaction (CSAT).* Coordinate with engineering, product, and operations teams.* Manage incident response, escalations, and root cause analysis.* Develop and monitor KPIs, SLAs, and support metrics.* Mentor and lead technical support teams.* Improve support processes through automation and best practices.* Prepare executive reports, dashboards, and operational reviews.* Ensure timely resolution of enterprise customer issues.---**RequiredSkills*** Enterprise Product Support* Technical Support Management* SaaS Support* Program Management* Customer Success* Service Delivery Management* Incident & Problem Management* Stakeholder Management* Escalation Management* ITIL Framework* Project Management* Team Leadership* SLA & KPI Management* Process Improvement* Excellent Communication Skills---**Eligibility*** Bachelor's or Master's Degree in Computer Science, IT, Engineering, or a related discipline.* **15+ years** of experience in Technical Support, Enterprise Product Support, SaaS, or Program Management.* Strong leadership, analytical, and customer management skills.* Experience managing enterprise support teams and large-scale customer programs.* Immediate Joiners Preferred.---**WhyJoin?*** Competitive Salary Package* Leadership Role with Enterprise Products* Career Growth Opportunities* Exposure to Global Customers* Professional & Collaborative Work Environment* Learning & Development Opportunities* Long-Term Career Stability---**** **Apply Now****Share your updated resume:** **ashfaq\_ali@persistent.com****Immediate Joiners Preferred!**
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