| Job Title | Associate Manager – Team Manager |
| Job ID | REF39253V |
| Contract Type | Brick and Mortar |
| Location | Hyderabad, Telangana (TS) |
| Date Published | 02-10-2026 |
| Company | Sutherland |
| Company Expertise | AI, Automation, Cloud Engineering, Advanced Analytics, Digital Transformation |
| Company Value Proposition | Market-leading technology, business process excellence, AI-powered digital solutions |
| Role Summary | Manage and lead a team of consultants/technical support engineers, drive KPIs, improve operations, and ensure customer satisfaction |
| Team Size Managed | 10–12 Agents |
| Core Responsibilities | Drive team KPIs, manage attrition & shrinkage, coach & mentor team, performance management, handle escalations, oversee daily operations, SLA adherence, monitor & report KPIs, support strategy implementation |
| Customer & Stakeholder Management | Manage escalations, channel customer feedback to Product & R&D, collaborate with Sales, Customer Advocacy, R&D, and Operations |
| Technical Oversight | Analyze and escalate complex technical issues, oversee support quality standards, improve Knowledgebase content |
| Tools & Systems | Salesforce (documentation & case management), MS Office |
| Required Experience | Minimum 2 years supporting a tech program |
| Technical Knowledge | Networking, Linux/Unix, macOS, Windows Administration, Patch Deployment, System Configuration |
| Education | Bachelor’s Degree or Associate Degree |
| Key Competencies | Leadership, Team Management, KPI Monitoring, Conflict Resolution, SLA Management, Data Analysis |
| Soft Skills | Strong communication skills, analytical ability, proactive attitude, customer-oriented mindset, time management |
| Work Environment | Fast-paced, cross-functional collaboration |
