Manager- TSC

The Manager, Technical Support Center will provide strategic and operational leadership for a 24/7 Technical Support Center supporting 7-Eleven stores and business operations. This role will be accountable for the overall performance, service quality, operational continuity, and continuous improvement of the Technical Support function.

The Manager will lead a large-scale technical support organization of 30+ associates, establish operational strategy and governance, drive service excellence, manage major incidents and escalations, and partner with technology and business stakeholders to continuously improve the store support experience.

This role requires a strong combination of people leadership, technical support expertise, IT service management, operational discipline, stakeholder management, and strategic thinking.

Own the overall strategy, operational performance, and service delivery of the 24/7 Technical Support Center.

Lead and oversee a team of 50+ technical support associates, managers/leads, and support resources.

Establish operational priorities, service standards, governance mechanisms, and performance objectives aligned with business and technology goals.

Ensure 24/7 support coverage, operational resilience, and business continuity across all support channels.

Drive a culture of accountability, customer focus, operational excellence, and continuous improvement.

Develop and execute initiatives to improve service quality, productivity, scalability, and overall support effectiveness.

Oversee technical support operations across phone, chat, remote support, and other support channels.

Ensure effective diagnosis and resolution of hardware, software, networking, browser, application, POS, DEX, and store technology issues.

Provide leadership oversight for queue management, workload prioritization, staffing capacity, and real-time operational monitoring.

Ensure adherence to SLAs, TATs, service quality standards, and operational commitments.

Establish and maintain robust incident, escalation, and problem-management processes.

Ensure alignment with ITIL best practices and enterprise

7-Eleven Global Solution Center offers a comprehensive benefits plan tailored to meet the needs and improve the overall experience of our employees, aiding in the management of both their professional and personal aspects.

Work-Life Balance: Encouraging employees to unwind, recharge, and find balance, we offer flexible and hybrid work schedules along with diverse leave options. Supplementary allowances and compensatory days off are provided for specific work demands.

Well-Being & Family Protection: Comprehensive medical coverage for spouses, children, and parents/in-laws, with voluntary top-up plans, OPD coverage, day care services, and access to health coaches. Additionally, an Employee Assistance Program with free, unbiased and confidential expert consultations for personal and professional issues.

Wheels and Meals: Free transportation and cafeteria facilities with diverse menu options including breakfast, lunch, snacks, and beverages, customizable and health-conscious choices .

Certification & Training Program: Sponsored training for specialized certifications. Investment in employee development through labs and learning platforms.

Hassel free Relocation: Support and reimbursement for newly hired employees relocating to Bangalore, India.