Technical Support Manager

About Persistent

 

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what?s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 12 of the 30 most innovative global companies, 60% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem.

 

Our disruptor?s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum by reporting $1,409.1M revenue in FY25, delivering 18.8% Y-o-Y growth. Our 23,900+ global team members, located in 19 countries, have been instrumental in helping the market leaders transform their industries. We are also pleased to share that Persistent won in four categories at the prestigious 2024 ISG Star of Excellence? Awards, including the Overall Award based on the voice of the customer. We were included in the Dow Jones Sustainability World Index, setting high standards in sustainability and corporate responsibility. We were awarded for our state-of-the-art learning and development initiatives at the 16th TISS LeapVault CLO Awards. In addition, we were cited as the fastest-growing IT services brand in the 2024 Brand Finance India 100 Report. Throughout our market-leading growth, we?ve maintained a strong employee satisfaction score of 8.2/10.

 

About Position:

 

We are seeking an experienced Technical Support Manager to lead our Linux Database Support team, ensuring high availability, performance, and reliability of our database appliances through 24x7 support. In this critical role, you will manage a team of technical support professionals, drive efficiently and maintain customer satisfaction. Your leadership will enhance overall technical support operations and ensure the successful resolution of customer issues.

 

• Role: Technical Support Manager
• Location: Pune, Nagpur, Kochi, Indore, Hyderabad
• Experience: 12-14 Years
• Job Type: Full Time Employment

 

What You'll Do:

 

• Team Leadership: Lead and manage a team of technical support engineers, providing guidance, career development opportunities, and performance management.
• Advanced Troubleshooting: Offer advanced troubleshooting and technical support for Linux-based database appliances to ensure prompt and effective issue resolution.
• Shift Management: Oversee 24x7 rotational shifts, ensuring consistent high-quality support and comprehensive coverage.
• Customer Focus: Maintain a strong customer focus, addressing queries and issues professionally and promptly to enhance satisfaction.
• Incident Response: Drive incident response efforts by coordinating with cross-functional teams to resolve critical issues efficiently.
• Process Improvement: Continuously evaluate and improve support processes and workflows, ensuring comprehensive documentation and enhanced efficiency. 
• Cross-Functional Collaboration: Collaborate with product development, engineering, and customer success teams to ensure effective communication and timely resolution of customer issues.

 

Expertise You'll Bring:

 

• Technical Expertise: In-depth knowledge of Linux administration and database management.  
• Database Appliances: Experience with database appliances and hardware troubleshooting. 
• Networking & Storage: Strong understanding of networking, storage systems, and performance tuning. 
• Soft Skills: Excellent problem-solving, analytical, communication, and interpersonal skills. 
• Certifications: Linux Administration, ITIL Foundation Certification, CompTIA Project+. 
• Database Products: Experience with database products such as DB2, Netezza, Teradata, etc. 

 

Benefits:

 

• Competitive salary and benefits package
• Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

 

Inclusive Environment:

 

Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

 

• We offer hybrid work options and flexible working hours to accommodate various needs and preferences.
• Our office is equipped with accessible facilities, including adjustable workstations, ergonomic chairs, and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment. We are committed to creating an inclusive environment where all employees can thrive.

 

Our company fosters a value-driven and people-centric work environment that enables our employees to:

 

• Accelerate growth, both professionally and personally
• Impact the world in powerful, positive ways, using the latest technologies
• Enjoy collaborative innovation, with diversity and work-life wellbeing at the core
• Unlock global opportunities to work and learn with the industry?s best

 

Let?s unleash your full potential at Persistent 

 

?Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.?