Product Support Manager

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Role Overview

We are seeking an experienced Operations Manager / Production Support Manager to lead and manage production support and operational excellence initiatives across Salesforce ITSM platform landscapes. The ideal candidate will have strong experience in application support, service management, incident management, stakeholder engagement, and team leadership within enterprise environments.

This role is responsible for ensuring platform stability, service availability, operational governance, continuous improvement and customer satisfaction while driving support teams to deliver high-quality services aligned with business expectations.

Key Responsibilities

Service Delivery & Operations Management

• Manage end-to-end production support operations for Salesforce ITSM platform environments.
• Ensure adherence to SLAs, OLAs, service quality targets and operational KPIs.
• Lead daily operational reviews, service governance meetings and customer engagement forums.
• Monitor platform health, service availability and operational performance.
• Establish and maintain support processes aligned with ITIL best practices.

Incident, Problem & Change Management

• Drive Major Incident Management and coordinate resolution activities across multiple technology teams.
• Lead Root Cause Analysis (RCA) discussions and implement preventive measures.
• Govern Problem Management processes and maintain Known Error Databases.
• Ensure smooth Change Management execution with minimal business disruption.
• Reduce recurring incidents through proactive monitoring and continuous improvement initiatives.

Team Leadership

• Lead and mentor geographically distributed production support teams.
• Manage resource planning, shift coverage, workload balancing and succession planning.
• Conduct performance reviews, coaching sessions and skill development programs.
• Foster a culture of accountability, collaboration, and customer-centricity.

Customer & Stakeholder Management

• Act as the primary point of contact for customers and senior business stakeholders.
• Present operational metrics, service improvement plans and executive status reports.
• Manage customer escalations and ensure timely resolution.
• Build trusted relationships with internal and external stakeholders.

Continuous Improvement & Governance

• Identify automation opportunities and drive operational efficiency initiatives.
• Implement proactive monitoring, self-healing and service optimization practices.
• Establish governance mechanisms, audit compliance and process controls.
• Track and improve key operational metrics including MTTR, ticket backlog, incident trends, SLA compliance and customer satisfaction.

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
• 8-15 years of overall IT experience.
• Minimum 3+ years managing production support or service delivery teams.
• Hands-on experience supporting Salesforce platforms and/or enterprise ITSM platforms like ServiceNow, Jira, etc.
• Strong understanding of ITIL processes including:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Major Incident Management
• Experience managing 24x7 support operations.
• Proven track record of leading large support engagements and customer-facing operations.

Preferred Technical Experience

Salesforce

• Salesforce Service Cloud
• Sales Cloud
• Experience working with Salesforce Administration and Support Teams
• Understanding of Salesforce integrations and platform architecture
• Salesforce certifications are preferred

ITSM Platforms

Experience with one or more of:

• ServiceNow
• BMC Remedy
• Freshservice
• Ivanti
• Jira Service Management
• Other enterprise ITSM solutions

Monitoring & Reporting Tools

• Splunk
• Dynatrace
• AppDynamics
• Power BI
• Tableau

Required Skills

Leadership & Management

• Service Delivery Management
• Team Leadership
• Vendor Management
• Resource Planning
• Stakeholder Management

Operational Excellence

• ITIL Framework
• Production Support Governance
• SLA Management
• Risk Management
• Escalation Management
• Continuous Service Improvement

Soft Skills

• Excellent communication and presentation skills
• Strong analytical and problem-solving abilities
• Customer-focused mindset
• Ability to manage multiple priorities in fast-paced environments
• Executive-level stakeholder engagement skills

Preferred Certifications

• ITIL Foundation / ITIL Managing Professional
• Salesforce Administrator Certification
• Salesforce Service Cloud Certification
• PMP / PRINCE2
• Agile / Scrum Certifications

Success Metrics

• SLA Compliance > 98%
• Reduction in recurring incidents
• Improved MTTR and service availability
• High customer satisfaction scores
• Successful delivery of service improvement initiatives
• Strong employee engagement and retention

Why Join Us?

• Opportunity to lead strategic Salesforce ITSM support support engagements.
• Work with global clients and enterprise-scale platforms.
• Career growth into Service Delivery, Operations Leadership and Account Management roles.
• Collaborative and innovation-driven work environment.

Locations: Kochi, Bengaluru, Hyderabad
Experience: 8-15 Years
Domain: Application Support, Salesforce, ITSM, Service Delivery, Operations Management, Production Support

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.