Lead Support Manager

Head multi-tiered support operations (L1, L2, L3)
Lead Service Operations Managers
Ensure smooth 24/7/365 operations
Support commercial activities including RFP responses, onboarding of new clients, and expanding ongoing engagements
Report on division KPIs, health status, and risks
Manage incidents end-to-end
Drive incident lifecycle ownership including triage, containment, resolution, and post-mortem analysis
Govern and optimize access management, change controls, and escalation flows
Drive continuous improvement across SOPs, incident response playbooks, and support tooling
Deliver and review monthly operational and security reports
Ensure scheduled activities are completed in line with policy
Take responsibility for profitability of support portfolio
Act as escalation point for high/critical incidents and client-facing issues
Conduct client communication training sessions for L1 agents
Present incident reviews, monthly reports, and performance metrics to clients
Collaborate with Sales team for operational insights during pre-sales
Contribute to proposals, SoWs, and RFP responses
Provide pricing input for tender submissions
Define and communicate support capabilities and onboarding processes
Participate in scoping workshops and client presentations
Ensure operational readiness for new client onboarding