{"id":1159934,"url":"https://alion.io/job/harman-international-support-operations-manager","title":"Support operations manager","company":{"id":6265,"name":"HARMAN International","domain":"harman.com","url":"https://alion.io/company/harman-international","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":122,"ghost_share":0,"stale_share":0.902,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Management","role_family":"Management","seniority":"staff","employment_type":null,"work_mode":"on_site","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":{"min_usd":21000,"max_usd":46000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"AWS","optional":true}],"status":"live","first_seen_at":"2025-02-11T00:00:00Z","employer_posted_date":"2025-02-11","last_verified_at":"2026-10-30T06:41:31Z","board_verified":true,"closed_at":null,"days_open":626,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":625},"description":"HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.\nA Career at HARMAN\nAs a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.\nPosition Summary:\nThe Shift manager is responsible for the effective and efficient operational support of Ignite product hosted in cloud infrastructure that support all business process across the customer projects\nThis individual will have a diversified background of cloud technical experience, ITIL project management acumen and excellent vendor management skills. This individual is responsible for operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved.\nSupervisory Responsibilities:\nYes. Offshore Customer Team will be Indirect reporting/Or, Individual contribution. Approx size would be 20-30\nShift Manager will work as command center a 1st level management team to manage 1st level escalations and shift related activities.\nJob Responsibilities:\nList the professional and/or technical competencies needed when performing the key responsibilities of the position. Explain the degree to which this position affects the business (i.e. making decisions, defining or setting strategy, etc.). Please further explain the breadth of the impact this position has (i.e. affects own team, department, function, division, geography, etc.).\nSupervise day-to-day operations of the 24x7 Tier 2 support team\nAccurately prioritizing incident, request and problem cases in real time based on existing SLA definitions\nEffectively managing crisis scenarios (ex: service interruptions, urgent production bugs, escalation requests)\nEffectively leveraging team members to meet SLAs in times of higher ticket volumes to minimize missed support opportunities\nBeing the technical and soft skills lead for Tier 2, ensuring that established processes and procedures are followed\nPromoting effective communication between team members\nBeing the Point of Contact for internal and customer questions during the shift\nWorking high priority cases and reviewing escalated cases to ensure no high priority cases were missed\nWorks with customer operations teams to ensure good coordination of IT changes without impacting business processes.\nDefine, document, agree, monitor, measure, report and review the level of IT services provided\nMonitor and improve customer satisfaction with the quality of service delivered\nMonitor service performance against SLAs\nEnsure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so\nReview and revise underpinning agreements and service scope\nProduce service reports\nConduct service reviews and instigate improvements within an overall Service Improvement Plan\nSupports the sourcing strategy, and provides oversight for IT vendors relationship management.\n Basic Qualifications: List the minimum and desired education (including degrees, licenses, certification or registrations) and experience needed to perform the key responsibilities of the position.\n10-12 years of experience in IT of which at least 5 year experience in customer support projects\nCandidate should be a B.Tech/B.E/M.Tech in E&C or Computer Science\nITIL/PMP Certifications\nDisplays a calm demeanor in critical situations\nApplication support hands-on experience (not IT/heldesk support)\nAbility to work in shifts in a 24x7 and night shift for long term (Mandatory)\nPreferred Qualifications & Desired Competencies:\nExcellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts\nPrioritizing competing inquiries so that all customers are serviced according to established SLAs\nCommunicating technical information in a way that is easy to understand by customer\nExcellent knowledge in Cloud based infrastructure preferably AWS\nExpert in managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts\nExperienced in establishing ITIL based standard processes and managing performance to achieve key metrics\nProven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support\nEffective influencing and negotiation skills in an environment where resources may not be in direct control of this role\nExcellent service management planning and execution skills\nDemonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied\nLeadership:\nBuild environment of trust, high performance and engagement by establishing clear goals and a commitment to feedback, development and recognition\nChange Orientation:\nApply original thinking and continuous improvement to processes, products, systems or services and manage change to better serve customer needs\nCollaboration:\nEncourage open expression of ideas; communicate effectively at all levels and build strong relationships\nJudgment:\nDemonstrate critical thinking to take appropriate risk and make sound and timely decisions\nResults-Driven:\nTake initiative to achieve superior, quality results against internal or external standards of excellence\nHARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.","description_format":"text","description_chars":6383,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Consumer Electronics","Manufacturing","Automotive Components"],"lifecycle":[{"event":"open","at":"2026-09-23T23:14:51Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.284,"p_room":0.28,"age_days":626,"expected_fill_days":33,"reasons":["conf:10","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/harman-international-support-operations-manager","json_url":"https://alion.io/job/harman-international-support-operations-manager.json","meta":{"generated_at":"2026-10-30T15:12:21Z","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":2944,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"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":6265},"rest":"https://alion.io/mcp/rest/get_company?id=6265"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fharman-international-support-operations-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%2Fharman-international-support-operations-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%2Fharman-international-support-operations-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/harman-international-support-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fharman-international-support-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1159934}},{"tool":"search_jobs","arguments":{"company":"harman.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1159934},"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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