Technical Support Manager - Incident & Crisis Management

Pure Storage India Pvt Ltd; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Team events

Job summary

Pure Storage India Pvt Ltd in Bengaluru seeks a Manager On Duty to spearhead real-time enterprise incident resolution within Everpure's Global Technical Support. You will bridge customers, account teams, and engineering to safeguard business continuity and de-escalate high-priority emergencies.

You will coordinate 24/7 global shift handoffs, drive post-incident RCA, and translate escalation trends into lasting improvements for the support organization.

Qualifications

• Minimum of 5 years in enterprise support or operations leadership.
• Proven ability to drive cross-functional alignment during high-priority incidents.
• Experience coordinating across global time zones and multiple teams.

Responsibilities

• Lead real-time crisis and incident escalations for enterprise customers.
• Bridge global shift handoffs and ensure seamless execution of commitments.
• Oversee root cause analyses and executive follow-up meetings after escalations.
• Analyze escalation patterns to propose operational improvements.

Skills

Incident leadership

Cross-functional comms

Global shift coordination

RCA & post-incident reviews

Operational improvement

Fortune 500 experience

Time-zone flexibility

Job description

Manager on Duty We're in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work-work that changes the world is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

THE ROLE

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.

WHAT YOU'LL DO

• 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.

WHAT YOU BRING

• 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.

WHAT YOU CAN EXPECT FROM US:

• Innovation :
• Growth :
• Team :

We build each other up and set aside ego for the greater good.

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. Check out purebenefits.com for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [e-mail] if you're invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire. Join us and bring your best. Bring your bold. Pure and simple.

Experience Level Mid Level