Program Manager

Role Overview Join Persistent Systems as a Program Manager leading our Technical Support Operations team in Pune. In this dynamic role, you will drive customer satisfaction, manage operational metrics, and resolve complex issues for global clients. By coaching a high-caliber team of engineers and collaborating across functions, you will help modernize digital engineering for industry-leading organizations. Key Responsibilities - Lead the technical support engineering team to ensure timely and effective resolution of client issues - Manage case queues, phone coverage, and performance metrics to drive operational excellence - Engage directly with customers to resolve complex technical escalations and ensure satisfaction - Coach, mentor, and develop support engineers to foster career growth and team retention - Collaborate with cross-functional teams to deliver a seamless end-to-end customer experience - Participate in weekend and 24x7 on-call support rotation for high-priority global outages Required Qualifications - BS degree in a technical curriculum or equivalent educational background - Minimum of 9 to 12 years of experience leading customer support operations teams - Proven track record of managing top technical talent and fostering a collaborative culture - Solid knowledge of customer relationship management, ticketing systems, and support infrastructure - Strong understanding of security platforms, email protection, cloud services, and SaaS models Why Join Us We offer a values-driven, inclusive work environment with flexible hours and accessibility-friendly hybrid setups. Enjoy competitive benefits, health insurance, professional development programs, and a culture focused on continuous learning.