Manager

• Lead and oversee the Support Desk department, consisting of analysts, technical account managers, engineers, and ArkaIndia technical analysts.
• Manage, mentor, and coach analysts, fostering continuous learning and professional development.
• Service desk queue organization, monitoring and prioritization
• Ensure the service desk team (engineers, analysts, and admins) meets SLAs and other goals at all times
• Escalation and incident management
• Remove any blockers to ensure timely resolution of issues
• Ensure team effectively communicates with clients at all times
• Assist in managing operational tools such as PagerDuty, Smartsheet, Jira, and NetSuite.
• Contribute to maintaining customer-facing support resources (FAQs, known issues, templates).
• Lead to cross-functional meetings, retrospectives, and process reviews, offering insights into recurring trends and opportunities for platform and service optimization.
• Identify risks, recurring issues, and opportunities for process optimization; collaborate with the Head of Support Services to implement improvements and drive service quality.
• Maintain active communication with the internal Arkatechture team and clients.
• Escalate risks and issues on time.
• Participate in staffing decisions including hiring, onboarding, and performance management.
• Additional responsibilities as assigned.

Support Desk Manager

Manager, Business Analytics

Senior Manager – ML Applied Science

Senior Manager, PFS Billing Unit

Facilities Manager

Technology Manager