Sr Solutions Engineer

Desired Experience Range: 5 - 7 years
Location of Requirement: Bangalore

Must-Have:

• Serve as a leader for a team of 2-3 event managers responsible for executing operational checklists, facilitating Hypercare event communications, and generating event reporting and status updates.
• 1 3 years of relevant working experience in supporting technology or live events management.
• L1 support experience working as a member of a helpdesk or intake team.
• Supervisory experience leading a group or unit.
• Demonstrated experience providing responsive and effective customer support, including troubleshooting issues, managing escalations, and communicating solutions clearly to both technical and non-technical stakeholders.
• Project management experience
• Lead the execution of the most significant and complex Hypercare events occurring during the domestic US overnight support window.
• Capture escalations in real time, assess their impact, and prioritize appropriately to enable a timely and effective incidentmanagement response
• Collaborate daily with leaders across multiple time zones to ensure seamless execution of our followthesun operational model.
• Ensure the team follows established Operational Readiness processes; work to improve upon established processes
• Maintain Operational Readiness documentation and provide material updates to Hypercare plans and reporting.
• Operate proficiently within Airtable, Microsoft Teams, ServiceNow etc
• Manage multiple tasks simultaneously and be able to respond to issues in a timely and effective manner

Responsibilities and Duties of the Role:

Supervisor

• Provide operational oversight for a team of 2?3 Event Managers responsible for executing Hypercare plans during the overnight support window.
• Evaluate event performance and team output daily, identifying operational gaps, driving process improvements, and ensuring readiness for subsequent Hypercare cycles.
• Provide daily reporting to leadership on team performance, outstanding action items, and overall Hypercare event progress, ensuring clear visibility into operational health and followthrough.