About Contegris

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.

Job Overview

This role is responsible for ensuring a Delightful Pre & Post-Implementation Customer Experience that aligns with our business strategy and SLA Commitment. Moreover this role is responsible for establishing the NOC and managing efficient Network & System Operations with proactive handling.

Responsibilities

Operations & Escalation Management

• Oversee technical support and NOC operations, including managing ticket queues and ensuring SLA compliance.
• Act as the first point of escalation for complex or high-impact issues and ensure timely resolution.
• Proactively monitor systems and address incidents to maintain service uptime.

Team Leadership & Development

• Build and lead a high-performing team with the right mix of talent and potential to achieve organizational goals.
• Continuously coach and train the team to meet Key Performance Indicators (KPIs) and maintain motivation.
• Design training programs for Level 1, Level 2 support engineers for smooth onboarding.
• Conduct quarterly performance appraisals and manage ongoing performance improvements.
• Foster a performance-oriented culture through positive competition and a collaborative learning environment.

Process & Quality Assurance

• Design, implement, and refine support processes, SOPs, and NOC workflows using ITIL best practices.
• Conduct regular quality audits to ensure support interactions meet defined standards.
• Ensure the shift start reports are validated daily, and necessary actions are taken proactively.
• Update internal knowledge bases and training materials.

Customer Success & Experience

• Deliver a professional, proactive, and friendly support experience that strengthens customer trust.
• Engage closely with customers during the Go-Live phase, ensuring they are trained and empowered to use Contegris products effectively.
• Handle customer escalations efficiently and with empathy to maintain satisfaction.
• Conduct CSAT and NPS surveys, analyze feedback, and recommend corrective actions to leadership.

Collaboration

• Work closely with Development, Customer Success and and Deployment teams to resolve complex queries and ensure smooth onboarding.
• Share actionable insights with cross-functional teams to continuously improve support and product experience.

Reporting & Analytics

• Monitor and analyze support KPIs including resolution time, customer satisfaction, backlog, and escalations.
• Present performance reports to leadership on a weekly, monthly, quarterly, and annual basis.
• Use data-driven insights to optimize processes and team performance.

Information Security & Compliance

• Understand and implement Contegriss Information Security Management System (ISMS) policies across all relevant functions.

Requirements

• Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Age: Maximum 35 years
• Experience: 4-5 years of experience in SaaS B2B in similar capacity.
• Proven experience managing Technical Support, NOC, and Contact Center Operations.
• Strong leadership, coaching, and team-building abilities.
• Excellent reporting, analytical, and problem-solving skills.
• Familiarity with ITIL frameworks is a plus.
• A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.
• Ability to perform under pressure and multitask effectively.
• Willingness to manage on-call support or after-hours escalations when required.