Senior Engineering Manager - Customer Support

Senior Engineering Manager – Customer Support

Hold a BSc in Engineering, CS, or MIS, with extensive relevant industry experience(10+) and experience(4+) as an engineering manager.
Have extensive hands-on knowledge of ServiceNow modules (Incident, Problem, Change Management, SAM, CMDB, Knowledge, Asset lifecycle, Integration Hub, Virtual Agent, AI capabilities).
Be proficient in full-stack development with knowledge of AI solution development (nice to have) and optimizing customer support processes based on KPI data.
Have experience with dev/data ops, CI/CD, and building scalable, fault-tolerant architectures to support rapid team growth.
Be proficient in designing support workflows, microservices, and message queues; managed team development and career growth.
Strong collaboration skills with a proven ability to build consensus, foster trust, and maintain strong relationships across all levels of the organization.

Leading and mentoring a team of engineers to develop solutions for Customer Support platforms using ServiceNow, Zoom Contact Center, and full-stack development.
Hands-on experience with ServiceNow, Contact Center, workflows, AI, and system integrations to streamline support and reduce customer interactions.
Driving KPI improvements and process optimization using context-aware data, influencing business leads to enhance support operations.
Collaborating with on-shore and off-shore teams, ensuring task prioritization and clear communication with business stakeholders.
Leading code reviews, identify system bottlenecks, and propose new technologies to improve performance and meet product requirements.
Planning release schedules with managers, debug existing code, and apply design principles for short-and long-term solutions.