Manager, Technical Support & NOC — Lead SLA Excellence

Contegris (Pvt) Ltd

Lahore

On-site

PKR 1,800,000 - 3,200,000

Full time

7 days ago

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Benefits offered by this job

Medical Reimbursement

Provident Fund

Annual Bonus

Annual Salary Increments

Professional Growth & Learning

Job summary

Contegris (Pvt) Ltd in Lahore, Pakistan is seeking an experienced NOC & Customer Experience leader to ensure delightful pre- and post-implementation support. You will manage the NOC, SLA adherence, and a growing team, collaborating with Development and Customer Success to improve support and product experience.

The role requires 4–5 years in SaaS B2B and strong leadership, with a focus on process excellence, on-call readiness, and customer-centric outcomes.

Qualifications

Bachelor's or Master's degree in CS, IT, or related field.
4–5 years of SaaS B2B experience in a similar capacity.
Proven experience managing Technical Support, NOC and Contact Center Operations.
Strong leadership, coaching, and team-building abilities.

Responsibilities

Oversee technical support and NOC operations, including managing ticket queues and ensuring SLA compliance.
Serve as the first escalation point for complex issues and ensure timely resolution.
Build and lead a high-performing team with KPI-driven performance.
Design training programs for Level 1 and Level 2 engineers.
Monitor KPIs and drive process improvements using ITIL best practices.