Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 9 days agoWe saw it 91 min after it went up

IT Support Manager

BETSOL17 open roles

Where
Bengaluru, KA, India
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowIT Support ManagerBETSOL · Bengaluru, KA, India

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on BETSOL's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.1% of postings close within 7 days. Measured by our own scanner across the market. BETSOL postings stay open a median of 34 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.1%7 days
  4. 21.1%14 days
  5. 35.7%30 days
  6. 58.7%60 days
This job: posted 9 days ago

BETSOL median: 34 days open

The posting

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

Learn more at betsol.com

Job Description

The IT Support Manager leads the IT support operations and owns major incident management end to end. This person keeps day to day support running well, acts as the senior escalation point, and takes command when an incident impacts a client or our agents. They own the incident management process we recently launched and mature it from a new process into a dependable practice. This is a working manager role: you lead people and process, and you go deep in the technical detail when an incident demands it.

Why this role exists: Support and incident work currently escalates to a single point. This role takes ownership of that work, matures the incident process, and gives the team an escalation path and a leader of its own.

KEY DUTIES AND RESPONSIBILITIES

IT Support Operations

  • Own IT support operations end to end: queue health, escalation, and service quality against SLA and CSAT targets.
  • Own IT asset and device lifecycle: procurement, provisioning, tracking, and retirement of endpoints and support hardware.
  • Own support tooling and vendor spend, including the budget line for support tools and partners, and surface spend decisions to IT leadership.
  • Deliver a regular SLA, CSAT, and incident reporting cadence to IT leadership, with trends and improvement actions.

Major Incident Management

  • Own incident command, coordination, stakeholder communication, and resolution for Sev1 and Sev2 events across our environment.
  • Own the incident process: Jira intake, severity definitions, on-call and paging criteria, and enforcement.
  • Run post incident reviews for every major incident, with actions tracked to closure, and recurring issues identified and solved through problem management.

Incident Command

This is the part of the role that separates a strong hire from a queue manager. When an impacting outage occurs, you are the person who:

  • Declares the incident and takes the incident commander seat, or assigns it clearly.
  • Runs the bridge and drives the technical response without doing all the hands on work yourself.
  • Owns clear, timely stakeholder and client communication, kept separate from the person doing the fix.
  • Makes the call on severity, mitigation risk, maintenance windows, and resolution.
  • Runs post incident review with actions and named owners.

People Leadership

  • Lead the support team: coaching, one on ones, growth, and performance.
  • Manage our managed support partner as an extension of the team.

Coordination and Documentation

  • Coordinate with Cybersecurity and Rapid7 MDR during security incidents.
  • Coordinate with Professional Services, who own the contact center tooling, during incidents that involve it.
  • Own documentation and self service in Confluence so the team resolves more without escalating, and knowledge does not live in one head.

SYSTEMS AND SERVICES

You do not need deep hands on expertise in every tool below. You do need enough fluency to command an incident that involves any of them and to know who owns what. The security tooling is owned by our security team and the contact center tooling by our professional services team; you coordinate with those teams during incidents rather than administering their tools.

Domain Systems and services

Identity & access Okta and SCIM, Microsoft Entra ID

Endpoint & device Microsoft Intune, Microsoft Defender suite, SentinelOne, Secure Remote Worker

Collaboration & email Google Workspace, Microsoft Exchange Online, Zoom, Slack

Contact center & voice Five9, Nextiva, NICE

Cloud & infrastructure AWS, Microsoft Azure, Google Cloud, GitHub

ITSM & people ops Jira, Jira Service Management, Confluence, Rippling

Security operations Rapid7 InsightIDR and InsightConnect, Rapid7 MDR (24/7), KnowBe4

Automation & AI Microsoft Copilot Studio, Claude, OpenAI

Category and % Allocation

Run 60%

• Support queue health, triage, and escalation against SLA and CSAT

• Incident command and response for Sev1 and Sev2 events

• Endpoint and support hardware provisioning and lifecycle

• SLA, CSAT, and incident reporting to leadership

Grow 30%

• Maturing and enforcing the incident management process

• Managed support partner oversight

• Post incident reviews and problem management to cut recurrence

• Coaching and developing the support team

• Self service and documentation in Confluence

Transform 10%

• Automating support and incident workflows

• Scaling support coverage and on-call maturity as the business grows

• Deepening coordination with Cybersecurity and Professional Services

Qualifications

Required

  • Five to eight years in IT support, service desk, or technical operations, with the senior end preferred given the incident command scope.
  • Proven experience running major incidents as incident commander, not just logging or reporting on them.
  • Experience managing an IT support or service desk function, with real ownership of SLA and CSAT outcomes.
  • People management experience, including coaching and performance.
  • Working fluency across identity, endpoint, collaboration, and cloud in a multi cloud (AWS and Azure) environment.
  • Experience running or maturing an incident process, ideally in Jira.
  • Strong written and verbal communication, especially under pressure and with non technical and client stakeholders.
  • Experience with compliance frameworks such as HITRUST or SOC 2 and the incident evidence they require.

Preferred

  • Background in a CX or a contact center environment, and familiarity with platforms like Five9, Nextiva, NICE.
  • Hands on with Okta, Entra ID, Intune, or Microsoft Defender.
  • ITIL certification, or demonstrated experience running ITIL aligned incident and problem management.
  • Experience managing a managed service partner such as BETSOL.
  • Familiarity with ThinScale SRW (BYOD endpoint management).

Additional Information

Working Hours would be 4PM to 1AM IST

This role will be part of the on-call pager escalation path, but will not be the primary on-call support

Number of people reporting to this position - 4 to 5 (Help Desk and Sys Admins)

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against BETSOL's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on BETSOL's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    BETSOL's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.