Manager, Client Tech Support Engineering

Overview

Lead a team of Tech Support Engineers, Specialists, and Technical Leads to deliver high-quality production support for critical banking applications, serving as the primary escalation point for complex technical and operational issues.

What you'll do

• Lead and manage daily production support operations for mission-critical banking applications and services.
• Ensure achievement of established SLAs, operational KPIs, and client commitments.
• Oversee application availability, performance, and operational health across supported environments.
• Drive service excellence through proactive monitoring, governance, and operational reviews.
• Ensure successful execution of planned maintenance, application upgrades, and production releases.
• Manage support coverage and workforce planning to meet business needs.
• Act as the highest point of operational escalation for critical incidents and client-impacting issues.
• Lead Major Incident Management activities and coordinate cross-functional teams during high-severity events.
• Ensure timely communication to clients, business stakeholders, and senior leadership during service disruptions.
• Ensure root cause analysis (RCA) documentation is completed with actionable preventive measures.
• Drive proactive problem management initiatives to reduce incident volumes and improve application stability.
• Identify opportunities for automation, simplification, and process optimization.
• Establish knowledge management practices to improve support effectiveness and team capability.
• Provide strategic technical guidance across Oracle PL/SQL and .NET-based applications.
• Support architectural reviews, production readiness assessments, and operational risk evaluations.
• Lead, coach, and develop a team of Associates, Professionals, Specialists, and Technical Leads.
• Conduct performance discussions, career development planning, and mentoring activities.
• Support hiring, onboarding, workforce planning, and talent development initiatives.
• Participate in client governance meetings, operational reviews, and escalation discussions.
• Partner with Product, Development, Infrastructure, and Business teams to align support strategies with business objectives.

What you'll need

• 12+ years of overall IT experience.
• 3-5+ years of people leadership and application support management experience, preferably within Banking, Financial Services, or other mission-critical enterprise environments.
• Strong understanding of Oracle SQL and PL/SQL technologies, including packages, stored procedures, functions, triggers, views, indexes, partitions, and performance tuning concepts.
• Ability to review and guide troubleshooting of database-related incidents and performance issues.
• Experience supporting large-scale enterprise database applications.
• Understanding of .NET application architecture and support best practices.
• Familiarity with C#, .NET Framework, Angular, REST APIs, WCF, WPF, and Windows-based applications.
• Knowledge of application diagnostics, logging frameworks, monitoring tools, and integration troubleshooting.
• Experience supporting enterprise applications utilizing Oracle databases.

Nice to have

• Banking or Financial Services industry experience.
• Experience managing application support teams in a production environment.
• Strong understanding of Incident Management, Problem Management, Change Management, and Service Management processes.
• Experience leading geographically distributed teams.
• Banking, payments, financial services, fintech, or transaction-processing experience strongly preferred.
• Strong understanding of mission-critical banking applications, payment processing, transaction flows, production support controls, SLA sensitivity, client impact, and operational risk.
• Experience leading support operations for client-facing financial technology environments.

Details

• Location: Pune - Trion Business Park, India.
• Ability to manage teams operating in 24x7 or extended-hours production support environments.
• Responsible for operational coverage across late-evening, overnight, rotational, and US-aligned support windows.
• Willingness to provide leadership oversight during major incidents and critical support windows outside standard business hours.