Senior Manager- Global Support

Who We Are
Sirion is the worlds leading AI-native CLM platform, pioneering the application of generative AI to help enterprises transform the way they store, create, and manage contracts. The platforms extraction, conversational search, and AI-enhanced negotiation capabilities have revolutionized contracting across enterprise teams from legal and procurement to sales and finance. The worlds most valuable brands trust Sirion to manage 7M+ contracts worth nearly $800B and relationships with 1M+ suppliers and customers in 100+ languages. Leading analysts such as Gartner, IDC, and Spend Matters have consistently recognized Sirion as a leader in CLM for its focus on category-leading innovation.
Role Title: Manager/ Senior Manager
Team: Global Support
Location: Gurugram, Haryana.
Reports To: Director- Global Support
About The Role
The Service Desk team serves as the first point of contact for all business users, both internal and external. They monitor the ticket queue, resolve all L1 queries, and promptly route other tickets to the appropriate department. The Service Desk Manager will be responsible for executing the service desk strategy and tactics to enhance the customer service desk function. The primary focus is to build and operate a global service desk that functions 24x7x365, supporting Sirion products for customers across the US, Europe, Australia, and APAC. The candidate will adhere to ITIL processes, monitor the daily ticket queue, and drive operational efficiencies, process documentation, service level management, and resource management
What Youll Do

• Run a global service desk function & timely resolve all business L1 requests.
• Identify & route the requests, incidents to the next level
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  Secure clear possession of tickets, analysis, follow-up with multiple departments till closure
• Represent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized & resolved
• Manage teams to secure fitness of resources to run 24x7x365 support function.
• Prepare leadership report (all data points) to review same for precision and totality of contents.
• Assist representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents.
• Coordinate with different teams and provide support to all onshore and offshore sites.
• Supervise everyday requests for matters related to growth, resources and vendors and resolve issues related to production and other environments.
• Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.
• Build process documentation, SOPs & Knowledge articles.
• Ensure tickets have appropriate information, assigned to the right teams and are classified with the appropriate impact & urgency.
• Timely audit & Quality check of all support activities and data points.
• Set up & deploy a support strategy aligned with customer expectations.
• Track performance against internal & external Service Levels (response time, resolution time, up time)
• Resource management, track resources performance progress with support metrics, CSAT.
  

What Youll Need

• A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)
• 8-12 years of work Experience with technical support, Customer Support, or application support background
• Proficient in handling global customers
• Familiar with ITSM Processes (Incident & Problem Management, Release Management, Change Management)
• Excellent communication (written & verbal) & interpersonal skills
• Good time management and organizational skills
• Strong knowledge of ticketing tool and chat-based support
  

Commitment To Diversity And Inclusion
We are an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military or veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other protected characteristic. We provide reasonable accommodations for disabled employees and applicants as required by law. These principles apply to all aspects of employment, including recruitment, training, promotions, compensation, benefits, transfers, and social programs.
Excited about this opportunity
Wed love to hear from you! To apply, simply visit our Careers Page Careers at Sirion page and follow the easy steps to submit your application.