Digital India Corporation is currently inviting applications for the position of Support Manager on a contractual basis.

Responsibilities

Helpdesk and Support Management

• Manage day-to-day helpdesk and support operations
• Supervise and guide support executives handling user queries
• Ensure proper logging, categorization, assignment, tracking, and closure of support tickets
• Monitor ticket status such as open, in progress, pending, resolved, closed, and reopened
• Ensure timely response and resolution of user issues as per defined support timelines
• Review unresolved or delayed tickets and initiate escalation wherever required

User and Stakeholder Support

• Coordinate support for internal users, external users, departments, field units, institutions, customers, or other stakeholders, as applicable
• Assist users in understanding system workflows, status tracking, and required actions
• Ensure proper communication with users regarding issue status and resolution
• Coordinate with business and operations teams for process-related clarifications

Escalation and Coordination

• Act as the first escalation point for issues not resolved at the support executive level
• Escalate technical issues to development, QA, infrastructure, DevOps, or project teams
• Track escalated issues until closure
• Coordinate with technical teams for recurring issues, bugs, system defects, or user-impacting problems
• Ensure timely communication of resolution updates to concerned stakeholders

SOP, FAQ and Knowledge Base Management

• Prepare and maintain helpdesk SOPs, support guidelines, and escalation matrix
• Maintain FAQs, self-help content, and knowledge base articles
• Prepare standard response templates for common user queries
• Document issue resolutions for future reference
• Recommend process improvements based on recurring support issues

Reporting and Monitoring

• Prepare daily, weekly, and monthly support reports
• Track ticket volume, issue categories, pending tickets, resolved tickets, and average resolution time
• Maintain logs of major incidents and user-impacting issues
• Provide issue trend analysis to management
• Support preparation of project or operations review reports

Quality and User Experience

• Review the quality of responses provided by support executives
• Ensure polite, clear, and timely communication with users
• Monitor user satisfaction and feedback
• Identify recurring pain points and suggest system or process improvements
• Support user training and awareness activities, wherever required

Important Links

About Digital India Corporation

Digital India Corporation has been set up by the ‘Ministry of Electronics & Information Technology, Government of India’ to innovate, develop and deploy ICT and other emerging technologies for the benefit of the common man. It is a ‘not-for-profit’ company under Section 8 of the Companies Act 2013. The company has been spearheading the Digital India programme of the Government of India and is involved in promoting the use of technology for e-Governance, e-Health, Telemedicine, e-agriculture, e-Payments, etc. The Digital India programme promotes safety and security concerns of the growing cashless economy and addresses challenges confronting its wider acceptance. It also promotes innovation and evolves models for the empowerment of citizens through Digital initiatives and promotes participatory governance and citizen engagement across the government through various platforms, including social media.