Roblox
Gurugram, Haryana, India Posted 5d ago
At Roblox, you will manage a team focused on technical escalations, supporting product reliability, process improvement, and resolving high-impact incidents affecting users and the platform globally.
Key Responsibilities
Manage a high-performing team of Specialists responsible for incident response and technical escalations, providing coaching, development, and performance management.
Oversee the end-to-end incident management lifecycle within support operations, ensuring the team meets SLAs for critical issues.
Coordinate incident response activities, gather the response team, and set up a virtual command center for communication.
Collaborate with Knowledge Management, Training and Quality Assurance teams to ensure process adherence.
Act as a strategic thought partner to product support, aligning on goals and objectives for launch readiness.
Requirements
10+ years of experience in technical support or operations.
At least 2+ years in a people management role within a high-growth tech environment.
Proficiency in SQL or Python to audit team dashboards and validate data-driven decisions.
Demonstrated success in reducing operating costs and improving automation and quality scores.
Deep familiarity with CRM tools architecture like Zendesk and Jira.
Preferred Qualifications
