Support Group Manager

Clari5 - A Perfios Company; Bengaluru; Hybrid; INR 3,500,000 - 5,200,000; Full time

Job summary

Clari5 - A Perfios Company is seeking a Group Support Manager (GSM) for the Technical Support function in Bengaluru. You will lead the strategic direction of the technical support team, manage escalations, and ensure high customer satisfaction across BFSI platforms.

The role requires 15+ years of experience, strong leadership, ITIL discipline, and cross-functional collaboration with engineering, QA, product, and project teams. Travel flexibility and shift readiness may be needed.

Qualifications

• 15+ years of experience in technical support leadership within BFSI/tech environments.
• Proven ability to oversee large support operations and meet SLAs.
• Experience with client escalations, governance, and cross-functional collaboration.

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 team performance.
• Review RCA reports and implement preventive measures.
• Participate in client review meetings, audits, and governance discussions.
• Promote automation, self-service improvements, and knowledge management.

Skills

Leadership

Client relationship management

ITIL

Incident management

Linux/UNIX

SLA management

Education

Bachelor's degree in Engineering/Computer Science/Information Technology

Tools

Ticketing systems

Automation tools

RCA analysis

Job description

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-

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
• 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
• 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

Preferred

• 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
• Strong customer orientation and problem-solving mindset.
• High level of urgency and accountability.
• Ability to work in rotational shifts and handle on-call support.
• Willingness to travel when required.
• Fast learner with adaptability to new technologies.