Unit Manager - Technology Business​/Senior Unit Manager - Technology Business

Position: Unit Manager - Technology as a Business/Senior Unit Manager - Technology as a Business
Location Name:  Pune Corporate Office - Mantri

Job Purpose

Technology has been established as a business vertical to build and commercialize enterprise-grade, AI-first (or AI-powered) solutions. These solutions are proven at scale within BFL, address real business problems that customers are willing to pay for, and are compliant with relevant regulations. By targeting global customers, the unit aims to achieve self-sufficiency within two years.

Your role is to ensure reliable, timely resolution of all customer issues requiring product expertise – across configurations, integrations, APIs, underlying technologies, and workflows. You serve as the customer's trusted expert, available during their business hours, owning every issue endtoend. When engineering engagement is needed, you proactively drive it – while remaining fully accountable for closure..

In a SaaS Environment, Product Support Goes Beyond Debugging—it Is Product Reliability Delivered Through Customer Obsession. Every Interaction Directly Influences

Customer trust and long-term retention
MTTR and incident response effectiveness
A closed-loop feedback system into product and engineering for durable fixes

This role is not just about resolving issues—it is about deeply understanding customer impact, advocating for their experience, and systematically eliminating root causes to prevent recurrence.

Duties And Responsibilities

A- Minimum required Accountabilities for this role

Technical Support & Issue Resolution
Function as product support (L1/L2), owning resolution of customer tickets and issues involving product configurations, integrations, APIs, and workflows within SLA timelines
Own end-to-end resolution of technical queries including debugging, investigation, and solutioning
Support implementation-related queries requiring product expertise and/or configuration-level changes
Ensure accurate ticket classification, tagging, and documentation for all technical issues
Advanced Troubleshooting & Debugging
Perform advanced troubleshooting using logs, system diagnostics, API responses, and database/query analysis
Identify root causes of issues through structured debugging and investigation approaches
Work on complex, ambiguous issues requiring deep product and system understanding
Incident Management & Reliability
Support management of Sev-1 / critical incidents including war-room coordination, debugging, and progress tracking
Own incident lifecycle tasks including updates, tracking, communication, and closure documentation
Ensure timely resolution and minimize customer/business impact during incidents
Maintain high-quality and transparent communication during ongoing incidents
Engineering Collaboration & Bug Resolution
Identify, troubleshoot, and coordinate resolution of site reliability issues through 24x7 monitoring of product and infrastructure KPIs.
Coordinate resolution of bugs identified in the product in collaboration with Engineering teams
Ensure timely follow-ups and closure of dependencies impacting resolution
Root Cause Analysis & Continuous Improvement
Perform Root Cause Analysis (RCA) for recurring and critical issues with structured documentation
Identify patterns and contribute to long-term fixes, product improvements, and stability enhancements
Ensure all incident learnings and solutions are documented and reusable
Metrics & Quality Adherence
Track and meet support metrics including Resolution Time, MTTR, SLA adherence, and resolution quality
Ensure adherence to defined SOPs, SLAs, escalation protocols, and technical quality standards
Maintain high standards of resolution accuracy and completeness
Operational Excellence & Shift Management
Support shift-level operations including incident tracking, reporting, and status updates
Ensure seamless shift handoffs with complete context, issue status, dependencies, and risks
Maintain operational discipline across all technical support processes

B- Additional Accountabilities Pertaining To

The Role

Functional Expectations

Strong analytical skills to resolve complex issues with clear focus on customer impact
Full ownership of issues end-to-end, with proactive customer communication
Ability to stay effective under…