Technical Support / Product Operations role

Techila Global; Bengaluru; On-site; INR 450,000 - 900,000; Full time

Job summary

Techila Global is hiring for a Technical Support / Product Operations role, onsite in Mumbai or Bangalore. You will be the first point of contact for production issues, monitor critical alerts, resolve user queries, and drive incident and problem management per ITIL standards.

Flexibility to work across shifts and collaborate with cross-functional teams is required. The position emphasizes 24/7 monitoring, proactive incident handling, and ongoing service improvement to enhance system performance

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Knowledge of ITIL processes, particularly Incident Management and Problem Management.
• Proven experience in technical support, product operations, or a similar role.

Responsibilities

• Analyze and resolve user queries, ensuring prompt and effective communication during major issues (P1/P2).
• Provide 24/7 monitoring of all critical alerts and take preventive actions to mitigate risks.
• Monitor servers using an Observability platform and drive improvements to SLAs and turnaround times.
• Collaborate with cross-functional teams to implement best practices and improve operational efficiency.

Skills

Incident management

ITIL processes

System monitoring

Communication skills

Education

Bachelor's degree in Computer Science or IT

Tools

Observability platform

Job description

Onsite Bangalore, Mumbai 1–5 yrs Apply by Oct 22, 2026Technical Support / Product Operations roleJoin Techila's team of Salesforce experts. We build senior-led transformations that deliver measurable outcomes for clients worldwide.Experience1–5 yrsEmployment TypeFull-timeOpenings4 positionsApply ByOct 22, 2026 Required Skillsincident managementJob Description2 Technical Support / Product Operations roleWe are looking for 2 Technical Support / Product Operations role. Please find the job description below and share relevant profiles.Technical Support / Product OperationsJob Description:We are seeking a highly skilled and motivated Technical Support / Product Operations Specialist to join our dynamic team. In this role, you will be the first point of contact for production issues, ensuring the smooth operation of our systems and the highest level of service to our users. You will be responsible for monitoring, analyzing, and resolving user queries, managing major incidents, and improving system performance through proactive measures.Key Responsibilities: User Support & Incident Management: Analyze and resolve user queries, ensuring prompt and effective communication during major issues (P1/P2). Act as the first point of contact for any production issue, providing 24/7 monitoring of all critical alerts and taking preventive actions to mitigate risks. Handle incidents, problem records, and service requests as part of the Incident Management & Problem Management Lifecycle, following IT Infrastructure Library (ITIL) best practices. Provide proactive support to internal teams and clients through various communication channels, including emails, tickets, calls, and chats. System Monitoring & Maintenance: Monitor servers using Observability platform, ensuring optimal performance and quick resolution of issues. Evolve and implement strategies to reduce incidents, continuously improving Service Level Agreements (SLA) and Turnaround Time. Process Improvement: Develop and maintain a robust monitoring system to detect and prevent potential issues. Collaborate with cross-functional teams to implement best practices and improve overall operational efficiency.Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field. Proven experience in technical support, product operations, or a similar role. Knowledge of ITIL processes, particularly in Incident Management and Problem Management. Excellent problem-solving skills with a proactive approach to identifying and addressing issues. Strong communication skills, with the ability to effectively interact with both technical and non-technical stakeholders.Experience: 1–5 years of relevant experience in B2B or B2C environments.Working Hours: The working hours will be flexible based on business and operational requirements. Candidates will be required to complete 9 working hours within the window of 8:00 AM to 12:00 AM, depending on the assigned shift and support requirements.Location: Mumbai or BangaloreAt a GlanceWork ModeOnsiteEmploymentFull-timeExperience1–5 yrsOpenings4LocationBangalore, MumbaiDeadlineOct 22, 2026[ Hiring process ]What to expectFour stages, typically completed within 2–3 weeks. We respect your time — every stage has a clear purpose and timely feedback.STEP 0130 minScreening CallIntroductory conversation with our talent team to understand your background and motivations.STEP 0260–90 minTechnical RoundLive problem-solving with a senior architect on Salesforce design, integrations, or domain depth.STEP 0345 minCulture FitConversation with practice leadership covering working style, ownership, and how you collaborate.STEP 04Within 5 daysOfferFormal offer with full compensation breakdown, start date, and onboarding plan.