Manager on Duty

Manager on Duty

THE ROLE

As a Manager On Duty within Everpure’s Global Technical Support organization, you will serve as the critical mission commander orchestrating real-time resolution for enterprise-level operational incidents. Acting as the ultimate bridge between global customers, account management teams, and internal engineering resources, your goal is to safeguard business continuity and de-escalate high-priority customer emergencies. You will drive operational stability across shift handoffs, direct cross-functional resource allocation during active incidents, and champion systemic improvements across the customer experience landscape.

WHAT YOU'LL DO

• Lead Live Crisis & Incident Escalations: Direct real-time triage, cross-functional resource allocation, and technical alignment between engineering, customer support, and sales leadership during critical incident escalations to accelerate resolution times for high-value accounts.
• Bridge Global Shift Hand-offs: Coordinate continuous 24/7 engagement models across international time zones with fellow Managers On Duty, ensuring seamless tracking, transfer, and execution of commitments for critical customer accounts.
• Drive Root Cause & Accountability Commitments: Oversee post-escalation deliverables—including technical root cause analyses (RCA) and executive follow-up meetings—to restore operational confidence and reinforce long-term partner trust.
• Transform Trend Insights into Operational Improvements: Analyze escalation patterns and operational friction points across shift workflows, presenting actionable recommendations to CX leadership to proactively reduce incident volume and refine support frameworks.

WHAT YOU BRING

• Minimum of 5 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry. 
• Proven Mission-Critical Incident Leadership: Strategic ability to drive stability and alignment in high-pressure operational environments, expertly managing time-sensitive crises and leading cross-functional teams toward swift resolution.
• Cross-Functional Technical & Account Navigation: Advanced expertise communicating across complex technical ecosystems (such as enterprise storage, virtualization, networking, or cloud frameworks) while maintaining clear engagement with both technical personnel and executive stakeholders.
• Systemic Problem-Solving & Operational Agility: Strong capacity to analyze incident trends, uncover systemic pain points, and champion continuous process improvements that enhance global support delivery.
• Schedule Flexibility: Ability to work flexible shift patterns as needed to ensure complete continuous coverage across global customer support operations.

Location Requirement: We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

 

Experience Level

Mid Level