About the Role
The Manager – Technical Support & Escalations will lead Pramana’s L2/L3 Technical Support function, ensuring high availability, rapid issue resolution, strong governance, and exceptional customer experience across all deployment sites. This role owns escalation management, operational excellence, and continuous improvement of support processes while serving as the primary interface between Support, Engineering, Product, and Field teams.
Key Responsibilities
Team Leadership & Operations
Lead, mentor, and manage the L2 Technical Support team, including onboarding, skill development, shift planning, and performance management.
Ensure 24/7 on-call coverage through well-defined rotations, escalations, and handover processes.
Establish clear SLAs, KPIs, and escalation paths for incident response and resolution.
Escalation & Incident Management
Act as the final escalation point for critical product, deployment, and system issues.
Drive structured root cause analysis (RCA) and corrective/preventive actions for major incidents and outages.
Oversee incident logging, tracking, and closure, ensuring high-quality documentation and audit readiness.
Governance & Deployment Compliance
Ensure compliance with deployment governance standards, configuration controls, and approved operational practices across all customer locations.
Partner with Engineering and DevOps teams to ensure correct usage of builds, releases, and patches in production environments.
Technical Oversight
Provide technical guidance for troubleshooting issues across:
Linux (Ubuntu) systems
Python-based services and shell scripts
MongoDB and PostgreSQL databases
System-level diagnostics, logs, and hardware-adjacent components
Review and validate complex fixes, workarounds, and recovery procedures.
Cross-Functional Collaboration
Serve as the primary support liaison to Engineering, Product, QA, Field Operations, and Customer Success.
Ensure timely and structured defect reporting to Engineering, with clear severity classification and business impact.
Contribute to release readiness, go-live planning, and post-deployment stabilization.
Continuous Improvement & Reporting
Drive improvements in support processes, tools, automation, and knowledge management.
Own weekly/monthly support dashboards, outage reports, and executive-level summaries.
Identify trends, recurring issues, and training needs to reduce escalations and MTTR.
