Manager Client Technology

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager Client Technology in India.

This role is a senior operational leadership position responsible for managing large-scale client technology support teams in a 24/7 shift-based environment. You will oversee the delivery of high-quality technical services for mission-critical systems supporting a broad client base across multiple regions. The position requires strong leadership in incident management, operational coordination, and service reliability across complex infrastructure environments. You will act as a key decision-maker during major incidents, ensuring rapid detection, escalation, and resolution of critical issues. The role also combines people management responsibilities with a strong focus on performance management, process improvement, and service excellence. This is a high-impact leadership position where operational discipline, communication, and team motivation are essential to success.

• Lead and manage a large team of engineers supporting client technology operations across rotating shifts in a 24/7 environment.
• Oversee major incident detection, escalation, and rapid resolution for critical system and service issues.
• Ensure timely and professional handling of client incidents, service requests, and problem management activities.
• Coordinate shift handovers through structured stand-up calls to ensure continuity of operations and knowledge transfer.
• Allocate resources effectively across teams to ensure optimal incident resolution and workload distribution.
• Act as change approver, quality controller, and post-change validation authority within the shift.
• Provide performance feedback, coaching, and formal evaluation input for team members in coordination with functional leadership.
• Monitor operational KPIs, including alerting systems, monitoring tools, and ServiceNow metrics, to ensure service excellence.
• Drive continuous improvement initiatives to enhance operational processes, efficiency, and service reliability.
• Support client communication and escalation handling in collaboration with Site Reliability Engineering teams.
• Supervise team attendance, engagement, and adherence to operational processes and standards.
• Motivate and inspire teams to maintain high performance, accountability, and service ownership culture.

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Requirements:

• Proven experience in IT operations, service delivery, or technical support leadership in a large-scale environment.
• Experience managing or coordinating teams in a 24/7 shift-based operational model.
• Strong understanding of incident management, problem management, and change management processes.
• Ability to lead major incident response and coordinate cross-functional resolution efforts under pressure.
• Experience working with ITSM platforms such as ServiceNow or similar tools.
• Strong leadership, people management, and performance coaching skills.
• Excellent communication skills with the ability to engage clients, engineers, and senior stakeholders effectively.
• Strong analytical and decision-making abilities in high-pressure operational environments.
• Proven ability to drive operational KPIs and improve service delivery outcomes.
• Ability to manage resource allocation, prioritization, and workload balancing across teams.
• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

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Benefits:

• Competitive compensation aligned with senior operational leadership responsibilities.
• Shift-based allowances and structured rotational work model.
• Comprehensive healthcare and wellness benefits.
• Opportunities for leadership growth within global client technology operations.
• Exposure to large-scale, mission-critical enterprise environments.
• Learning and development support for leadership and technical upskilling.
• Collaborative and performance-driven work culture.
• Paid time off and employee support programs promoting work-life balance.