{"id":3167763,"url":"https://alion.io/job/betsol-it-support-manager","title":"IT Support Manager","company":{"id":693857,"name":"BETSOL","domain":"betsol.com","url":"https://alion.io/company/betsol","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Claude","optional":false},{"name":"Confluence","optional":false},{"name":"Copilot Studio","optional":false},{"name":"GCP","optional":false},{"name":"GitHub","optional":false},{"name":"Google Workspace","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Defender","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"OpenAI","optional":false},{"name":"SentinelOne","optional":false},{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"SOC 2","optional":false}],"status":"live","first_seen_at":"2026-10-23T16:42:29Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-01T08:45:28Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"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.\nBETSOL’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.\nBETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.\nBETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.\nWe 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.\nLearn more at betsol.com\n 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.\nWhy 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.\nKEY DUTIES AND RESPONSIBILITIES\nIT Support Operations\nOwn IT support operations end to end: queue health, escalation, and service quality against SLA and CSAT targets.\nOwn IT asset and device lifecycle: procurement, provisioning, tracking, and retirement of endpoints and support hardware.\nOwn support tooling and vendor spend, including the budget line for support tools and partners, and surface spend decisions to IT leadership.\nDeliver a regular SLA, CSAT, and incident reporting cadence to IT leadership, with trends and improvement actions.\nMajor Incident Management\nOwn incident command, coordination, stakeholder communication, and resolution for Sev1 and Sev2 events across our environment.\nOwn the incident process: Jira intake, severity definitions, on-call and paging criteria, and enforcement.\nRun post incident reviews for every major incident, with actions tracked to closure, and recurring issues identified and solved through problem management.\nIncident Command\nThis 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:\nDeclares the incident and takes the incident commander seat, or assigns it clearly.\nRuns the bridge and drives the technical response without doing all the hands on work yourself.\nOwns clear, timely stakeholder and client communication, kept separate from the person doing the fix.\nMakes the call on severity, mitigation risk, maintenance windows, and resolution.\nRuns post incident review with actions and named owners.\nPeople Leadership\nLead the support team: coaching, one on ones, growth, and performance.\nManage our managed support partner as an extension of the team.\nCoordination and Documentation\nCoordinate with Cybersecurity and Rapid7 MDR during security incidents.\nCoordinate with Professional Services, who own the contact center tooling, during incidents that involve it.\nOwn documentation and self service in Confluence so the team resolves more without escalating, and knowledge does not live in one head.\nSYSTEMS AND SERVICES\nYou 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.\nDomain Systems and services\nIdentity & access Okta and SCIM, Microsoft Entra ID\nEndpoint & device Microsoft Intune, Microsoft Defender suite, SentinelOne, Secure Remote Worker\nCollaboration & email Google Workspace, Microsoft Exchange Online, Zoom, Slack\nContact center & voice Five9, Nextiva, NICE\nCloud & infrastructure AWS, Microsoft Azure, Google Cloud, GitHub\nITSM & people ops Jira, Jira Service Management, Confluence, Rippling\nSecurity operations Rapid7 InsightIDR and InsightConnect, Rapid7 MDR (24/7), KnowBe4\nAutomation & AI Microsoft Copilot Studio, Claude, OpenAI\nCategory and % Allocation\nRun 60%\nSupport queue health, triage, and escalation against SLA and CSAT\nIncident command and response for Sev1 and Sev2 events\nEndpoint and support hardware provisioning and lifecycle\nSLA, CSAT, and incident reporting to leadership\nGrow 30%\nMaturing and enforcing the incident management process\nManaged support partner oversight\nPost incident reviews and problem management to cut recurrence\nCoaching and developing the support team\nSelf service and documentation in Confluence\nTransform 10%\nAutomating support and incident workflows\nScaling support coverage and on-call maturity as the business grows\nDeepening coordination with Cybersecurity and Professional Services\nRequired\nFive to eight years in IT support, service desk, or technical operations, with the senior end preferred given the incident command scope.\nProven experience running major incidents as incident commander, not just logging or reporting on them.\nExperience managing an IT support or service desk function, with real ownership of SLA and CSAT outcomes.\nPeople management experience, including coaching and performance.\nWorking fluency across identity, endpoint, collaboration, and cloud in a multi cloud (AWS and Azure) environment.\nExperience running or maturing an incident process, ideally in Jira.\nStrong written and verbal communication, especially under pressure and with non technical and client stakeholders.\nExperience with compliance frameworks such as HITRUST or SOC 2 and the incident evidence they require.\nPreferred\nBackground in a CX or a contact center environment, and familiarity with platforms like Five9, Nextiva, NICE.\nHands on with Okta, Entra ID, Intune, or Microsoft Defender.\nITIL certification, or demonstrated experience running ITIL aligned incident and problem management.\nExperience managing a managed service partner such as BETSOL.\nFamiliarity with ThinScale SRW (BYOD endpoint management).\n Working Hours would be 4PM to 1AM IST\nThis role will be part of the on-call pager escalation path, but will not be the primary on-call support\nNumber of people reporting to this position - 4 to 5 (Help Desk and Sys Admins)","description_format":"text","description_chars":6871,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Health insurance"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Backup & Disaster Recovery"],"lifecycle":[{"event":"open","at":"2026-10-23T17:47:13Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":8,"expected_fill_days":28,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/betsol-it-support-manager","json_url":"https://alion.io/job/betsol-it-support-manager.json","meta":{"generated_at":"2026-11-01T10:37:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16444,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":693857},"rest":"https://alion.io/mcp/rest/get_company?id=693857"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbetsol-it-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbetsol-it-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbetsol-it-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/betsol-it-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbetsol-it-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3167763}},{"tool":"search_jobs","arguments":{"company":"betsol.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3167763},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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