Posted Apr 7, 2026
Key Responsibilities:
Own end-to-end client support delivery and ensure smooth functioning of day-to-day operations. - Manage a team of L1 and L2 support resources deployed at the client site. - Plan and monitor team rosters, shift schedules, and resource allocation to ensure uninterrupted support coverage. - Handle attendance, regularizations, leave management, and day-to-day team governance. - Act as the primary point of contact for resolving on-ground operational issues and team escalations. - Ensure timely tracking, follow-up, and closure of production/application support issues. - Coordinate with internal technical teams and client stakeholders for effective issue resolution and service continuity. - Monitor team productivity, service quality, and adherence to defined support processes. - Drive regular communication with clients and provide timely updates on support activities, escalations, and delivery status. - Support performance reviews, team development, and appraisal inputs for the support team. - Maintain required operational reports, support documentation, and governance updates. - Ensure adherence to client expectations, delivery standards, and overall support quality. Qualification Required:
Strong experience in Project Management / Support Operations / Client Delivery within the BFSI / Banking / Fintech / Payments domain. - Proven experience in managing L1 and L2 support teams in a production/application support environment. - Good understanding of payment / transaction-based applications, support operations, incident handling, and service delivery. - Strong experience in team management, including attendance, regularization, shift planning, roster management, and handling on-ground operational issues. - Ability to effectively manage client communication, stakeholder expectations, escalations, and team performance. - Technically strong with an understanding of application support, issue analysis, troubleshooting, and technical workflows. - Excellent client-facing, communication, interpersonal, and coordination skills. - Strong ownership mindset with good organizational, multitasking, and problem-solving skills. - PMP / PRINCE II / ITIL certification will be an added advantage. - Ready and willing to work from the client site and be flexible with working hours/bank schedule. - Entrepreneurial skills, ability to observe, innovate, and own your work. - Detail-oriented and organized with strong time management skills. - Influencing skills and the ability to create positive working relationships. Role Overview: You will be responsible for overseeing client delivery and support operations within the BFSI domain. Your role will include ensuring smooth service delivery, managing client expectations, handling day-to-day team operations, and driving effective support functions. Additionally, you will manage a team of L1 and L2 support resources on the client site, ensuring operational efficiency, people management, stakeholder coordination, understanding of technical workflows, and seamless support delivery. Key Responsibilities:
Own end-to-end client support delivery and ensure smooth functioning of day-to-day operations. - Manage a team of L1 and L2 support resources deployed at the client site. - Plan and monitor team rosters, shift schedules, and resource allocation to ensure uninterrupted support coverage. - Handle attendance, regularizations, leave management, and day-to-day team governance. - Act as the primary point of contact for resolving on-ground operational issues and team escalations. - Ensure timely tracking, follow-up, and closure of production/application support issues. - Coordinate with internal technical teams and client stakeholders for effective issue resolution and service continuity. - Monitor team productivity, service quality, and adherence to defined support processes. - Drive regular communication with clients and provide timely updates on support activities, escalations, and delivery status. - Support performance reviews, team development, and appraisal inputs for the support team. - Maintain required operational reports, support documentation, and governance updates. - Ensure adherence to client expectations, delivery standards, and overall support quality. Qualification Required:
Strong experience in Project Management / Support Operations / Client Delivery within the BFSI / Banking / Fintech / Payments domain. - Proven experience in managing L1 and L2
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