Product Support Manager

Greetings from Peoplefy!

We are hiring a Technical Account Manager (TAM) to own post-sales success for large enterprise banking clients on a mission-critical SaaS platform.

This role is ideal for professionals who have managed enterprise platforms end-to-end in production driving reliability, customer outcomes, incident leadership, and operational excellence

Experience - 9+ years

Location - Thiruvananthapuram (Hybrid)

Notice Period - Immediate - 60 days negotiable

Key Responsibilities:

• Own strategic customer accounts end-to-end (success plans, QBRs, executive communication)
• Act as the single point of accountability for platform performance, stability, and adoption
• Lead P1/P2 incident management, escalations, RCA/post-mortems, and preventive actions
• Orchestrate releases, change windows, rollback readiness, and runbook governance
• Partner closely with Cloud Ops/SRE, Engineering, and Support teams
• Track reliability metrics such as uptime, MTTR, SLAs/SLOs
• Drive value realization and expansion opportunities with customers
• Maintain audit-ready documentation (Jira, Confluence, runbooks, risk registers)

Ideal Background:

• Experience working as/in Technical Account Manager / Service Delivery Manager / Customer Success / Platform Ops roles
• Strong experience managing enterprise SaaS or integration platforms in production
• Exposure to banking/financial services environments (highly preferred)
• Hands-on with incident management, release governance, reliability operations
• Comfortable working with cloud teams (Azure/AWS), APIs, platform technologies
• Excellent stakeholder & executive communication skills

Interested candidates please share your updated CVs on [email protected]