Support Manager

Why Join Us?

Are you inspired to grow your career at one of India’s Top 25 Best Workplaces in IT industry? Do you want to do the best work of your life at one of the fastest growing IT services companies? Do you aspire to thrive in an award-winning work culture that values your talent and career aspirations? It’s happening right here at Iris Software.

About Iris Software

At Iris Software, our vision is to be our client’s most trusted technology partner, and the first choice for the industry’s top professionals to realize their full potential. With over 4,300 associates across India, U.S.A, and Canada, we help our enterprise clients thrive with technology-enabled transformation across financial services, healthcare, transportation & logistics, and professional services.

Our work covers complex, mission-critical applications with the latest technologies, such as high-value complex Application & Product Engineering, Data & Analytics, Cloud, DevOps, Data & MLOps, Quality Engineering, and Business Automation.

Working at Iris

Be valued, be inspired, be your best.

At Iris Software, we invest in and create a culture where colleagues feel valued, can explore their potential, and have opportunities to grow.

Our employee value proposition (EVP) is about “Being Your Best” – as a professional and person. It is about being challenged by work that inspires us, being empowered to excel and grow in your career, and being part of a culture where talent is valued. We’re a place where everyone can discover and be their best version.

Job Description

We are seeking a dedicated and proactive Support Manager to lead our Maintenance and Support Team and ensure timely resolution of Client issues. The ideal candidate will be responsible for managing daily support operations, maintaining service quality, and acting as the primary point of escalation for all production critical issues and defects.

Key Responsibilities

• Support Manager is responsible for Resource Management - Coverage, availability, capability
• Oversee support team performance and ticket resolution timelines
• Manage escalations and ensure customer satisfaction
• Collaborate with other support/dev teams to resolve recurring issues
• Monitor KPIs and prepare regular support performance reports
• Act as the primary escalation point
• Identify, document, and mitigate Risks, Assumptions, Issue and Dependencies for the project
• Drive improvements in support processes and tools
  
  

Requirements

• Proven experience in technical application maintenance & support projects and production support leadership role
• Strong understanding of RAID management and issue escalation handling
• Strong leadership, problem-solving, and communication skills
• Familiarity with support tools (e.g., Jira, Service Now)
• Ability to work effectively under pressure in a fast-paced environment
• Good to have – technical knowledge or hands on experience in Java, Sprint Boot, .Net, Python, Unix/Linux systems, AWS
  
  

Mandatory Competencies

App Support - App Support - L1, L2, L3 Support

BA - Project Management

Programming Language - Java - Core Java (java 8+)

Programming Language - .Net Full Stack - Javascript

Beh - Communication and collaboration

Operating System - Operating System - Linux

Operating System - Operating System - Unix

Middleware - API Middleware - Microservices

Data Science and Machine Learning - Data Science and Machine Learning - Python

Cloud - AWS - AWS Lambda,AWS EventBridge, AWS Fargate

Perks And Benefits For Irisians

At Iris Software, we offer world-class benefits designed to support the financial, health and well-being needs of our associates to help achieve harmony between their professional and personal growth. From comprehensive health insurance and competitive salaries to flexible work arrangements and ongoing learning opportunities, were committed to providing a supportive and rewarding work environment.

Join us and experience the difference of working at a company that values its employees success and happiness.

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