Support Delivery Lead (8–12 Years)
Role Purpose
The Support Delivery Lead is responsible for managing post-production support operations across all customer implementations of IAN products and solutions.
The role serves as the central owner for ticket governance, SLA management, customer escalations, support planning, and service delivery performance. Working closely with Support Team members, Implementation Teams, Product Teams, and Customer Stakeholders, the Support Delivery Lead ensures timely resolution of issues, operational stability, and continuous improvement of support services.
Key Responsibilities
Lead support operations across multiple customer implementations.
Manage ticket intake, triage, prioritization, assignment, and resolution processes.
Ensure adherence to customer SLAs, support commitments, and service delivery targets.
Monitor support queues, ticket backlogs, response times, resolution times, and service performance metrics.
Coordinate su...